Assistant Manager

EXL; South Africa; On-site; ZAR 180 000 - 240 000; Full time

Job summary

A leading data analytics firm in South Africa is looking for a Customer Care Voice specialist. The role requires 3-6 years of relevant experience, focusing on delivering exceptional customer service through effective communication, managing high volumes of transactions, and adhering to company policies. Ideal candidates should have international voice experience and proficiency in MS Office. Join a dynamic team to help drive better business outcomes through innovative solutions.

Qualifications

• 3-6 years of previous international voice experience.
• Ability to handle high volumes of transactions.
• Result-oriented and shows good judgment.

Responsibilities

• Ensure assigned targets are met in accordance with SLAs.
• Manage inbound and outbound calls and correspondence.
• Focus on customer satisfaction and timely resolution.

Skills

Customer Service focus

Listening and comprehension skills

Multi-tasking and prioritization

Decision-making ability

Telephone etiquette

Tools

MS Office

Job description

• Locations ZA Cape Town C76 (Work From Office)
• Job Role Customer Care Voice-Inbound
• Experience (In Years) 3-6

Job Description

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

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.