Executive-Customer Care Voice-Inbound

Job Description

Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision. If you're committed to excellence and ready to thrive in a structured operations setting, this role is for you. Apply now to embark on a rewarding career journey with us.

Responsibilities

Key Responsibilities

Responsibilities are not limited to the enclosed

Receive inbound calls from policyholders in a contact centre environment.

Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.

Accurately interpret and verify billing transactions.

Respond to simple as well as complex billing inquiries from policyholders.

Provide policyholders with technical support on the client systems.

Follow up with policyholders on outstanding items in a timely manner.

Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.

Perform other duties as needed.

Increase customer retention, loyalty and build a credible reputation

Comprehend and adhere to the company and department standards, policies and procedures

Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards

Deliver a quality service to all customers and third parties to ensure customer and client satisfaction

Some post High School education preferred

Excellent telephone etiquette and service delivery skills

Strong communication skills and effective listening abilities

Effective organizational and time-management techniques

Qualifications

Minimum Requirements:

Grade 12 (Mandatory)

6+ months consecutive customer service experience

Soft skills & Telecommunications Experience (Advantageous)

Computer Literacy (MS Office, Social Media, Online, Navigation)

Good articulation of the English language (Spoken and Written)

Some post High School education preferred

Excellent telephone etiquette and service delivery skills

Strong communication skills and effective listening abilities

Effective organizational and time-management techniques

Exhibit patience and a positive outlook when working with policyholders

Contribute to an environment of accountability, collaboration and teamwork

Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)

Able to commit to the entirety of the training program and work within a structured operation environment.

"In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets"

About Us

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit

EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.

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