Executives-Customer Care Voice-Inbound

2 weeks ago

Cape Town, Western Cape, South Africa EXL Full time

In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage. Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial. Adherence to company policies and procedures is paramount to ensure operational efficiency. You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims. Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns. Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.

Responsibilities
  • Ensure that the assigned targets in accordance with SLA are met
  • Ensure that the quality of the transactions is in compliance with predefined parameters
  • Ensure claim costs is controlled and leakage kept at a minimum
  • Ensure accuracy of reserves and payments and manage lifecycle of claims
  • Ensure adherence to Company Policies and Procedures
  • Managing calls – both inbound and outbound as well as all other correspondence on claims
  • Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
  • Any other essential function that may occur from time to time as directed by the Supervisor
Qualifications
  • Previous international Voice experience
  • Should be familiar with MS Office
  • Possesses necessary knowledge of business concepts to effectively perform the job
  • Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others.
  • Commits to achieving specific objectives and takes ownership for accomplishing them.
  • Responsible for handling high volumes of transactions.
  • Effectively balances quality, timeliness and productivity standards
  • Result orientation
  • Listening and comprehension skills
  • Questioning and Reasoning Skills
  • Customer Service focus and telephone etiquette
  • Ability to multi task, prioritize and manage daily work activities
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