Coordinator-Customer Care Voice-Inbound

EXL; Cape Town; On-site; ZAR 167,400 - 223,200; Full time

Job summary

A business consulting firm in Cape Town is seeking a Coordinator for Customer Care Voice-Inbound to support customers through phone interactions. The role involves promoting digital self-service options and efficiently resolving complaints. Candidates should demonstrate a strong customer service orientation and problem-solving skills. This is an entry-level full-time position that offers an opportunity to engage in continuous improvement initiatives. Join a vibrant team dedicated to enhancing customer experiences.

Qualifications

• Ability to assist customers with digital self-service options.
• Efficient in resolving customer complaints on first contact.
• Capable of accurate data entry and record-keeping.

Responsibilities

• Promote digital self-service options to customers.
• Resolve customer complaints efficiently.
• Run diagnostics to understand root causes of issues.
• Maintain accurate records in systems.

Skills

Customer service orientation

Problem-solving

Communication skills

Job description

Coordinator-Customer Care Voice-Inbound

EXL – Cape Town, Western Cape, South Africa

The role involves supporting customers in contacting our organization by phone, helping them resolve issues efficiently, and promoting digital self‑service options.

Responsibilities

• Promote digital self‑service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalating complex matters where necessary.
• Run basic diagnostics to better understand the root cause of issues and feed back findings to enable continuous improvement for seamless customer experience.
• Commit accurate data entry into systems and maintain thorough records.
• Identify issues and potential issues for customers and escalating, as appropriate, to the relevant team (i.e., incident management).
• Identify opportunities for process and service improvements and discuss these openly with your manager.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Other

Industry

Business Consulting and Services