Executives-Voice-Customer Service

EXL Talent Acquisition Team; Mantalongon; On-site; PHP 223,000 - 335,000; Full time

Job summary

EXL in Cebu, Philippines seeks a Customer Service Representative to handle billing transactions and provide technical support to policyholders in a fast-paced contact center.

The role requires strong communication, a positive attitude, and a collaborative mindset to deliver exceptional service experiences while working with multiple internal departments to resolve issues. Onsite position with flexibility in shifts and English proficiency expected.

Qualifications

• Self-motivated with ability to perform in a team environment.
• Ability to work flexible shifts is essential.
• Active listening and understanding client objectives and needs.
• Cultural awareness of US client context and terminology.
• Call control and effective multi-tasking during conversations.
• Experience with PC learning and self-directed training.
• At least 1 year international voice BPO experience.
• Good or above-average English communications.
• Amenable to work onsite.

Responsibilities

• Interact with customers and provide information and assistance.
• Create, manage, and drive closure on service requests.
• Coordinate with internal departments to resolve customer queries/issues.
• Handle straightforward problems and refer more complex issues to senior staff.
• Provide excellent customer service by delivering a great experience.

Skills

CX

Computer Skills

Job description

Join our team as a Customer Service Representative, where you'll handle billing transactions and provide technical support to policyholders in a fast-paced contact center. With excellent communication skills and a positive attitude, you'll deliver exceptional service experiences while contributing to our collaborative environment.

Responsibilities

• Interact with customers and provide them with information and assistance.
• Create, manage, and drive closure on service requests.
• Solve problems, communicate, and promptly handle issues requiring special handling through coordination with various internal departments to find resolution for customer query/issues/concerns.
• Typically handles straightforward problems/issues and refers more complex issues to senior staff.
• Provide excellent customer service by focusing on providing a great experience.

Qualifications

• Candidate must be self-motivated and have the ability to perform in a team environment
• The ability to work flexible shifts is essential
• Active listening (e.g., recognizing and addressing Client objectives and needs, probing and information, minimizing repetition, reflective listening, etc.)
• Recognizing and appropriately addressing cultural context (e.g., terminology, abbreviations, “Americanisms,” culture references, Client’s state of mind, etc.)
• Call control (e.g., call direction, transitioning, etc.)
• Multitasking (e.g., simultaneous screen navigation, talk and type, anticipating upcoming screen/data elements for next item in conversation, etc.)
• Experience with PC learning and self-directed training
• With at least one (1) year international voice BPO experience
• Good or above average English communications skills
• Amenable to work onsite

Required Skills

• CX (Customer Experience)
• Computer Skills

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 www.exlservice.com .

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.