Voice-Customer Service Job at EXL South Africa

Job Description

• Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
• Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
• Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.

Responsibilities

• Experience making outbound calls or handling calls for UK clients
• Proficient level of written and spoken English
• Active listening skills
• Assertive, empathetic, professional & courteous 
• Ability to empathize with the customer
• Prioritizing customer needs 
• Good problem solving, reasoning and analytical skills
• Negotiation and influencing skills

Qualifications

• Computer Literacy (MS Office, Excel, Social Media, Online, Navigation)
• Good articulation of the English language (Spoken and Written)
• SA Citizen
• Grade 12 (Mandatory)