Executive

EXL; Cape Town; On-site; ZAR 134,000 - 201,000; Full time

Job summary

EXL in Cape Town is seeking a customer service professional with international call center and collections experience to join our busy operations. The role focuses on delivering excellent service while addressing inquiries and negotiating repayment plans with empathy and professionalism.

You will handle inbound and outbound calls, ensure compliance with internal processes and regulatory standards, and maintain quality metrics while adapting to business needs.

Qualifications

• 6 months+ international call center experience.
• 6 months+ collections experience.
• Grade 12 education.
• Crim and Credit Clear.
• Proficient written and spoken English.
• Assertive, empathetic, professional & courteous.
• Ability to empathize with customers.
• Negotiation and influencing skills.

Responsibilities

• Demonstrate a strong customer focus to achieve fair outcomes and excellent service.
• Handle customer enquiries via telephone with compliant processes.
• Apply empathy and emotional intelligence to connect with customers.
• Negotiate payment and repayment plans based on customer needs.
• Maintain high call quality and meet compliance standards.
• Switch between inbound and outbound calls as required.
• Perform other tasks as directed by the Line Manager.
• Ensure calls follow Desktop procedures and SLA targets.
• Ensure quality metrics and process standards are met.
• Maintain timely process reports and adhere to attendance schedules.

Skills

Call center experience

Collections experience

English proficiency

Empathy

Negotiation skills

Communication skills

Education

Grade 12

Job description

Requirement

• 6 month's+ International Call Center Experience
• 6 month's+ Collections Experience
• Grade 12
• Crim and Credit Clear
• Proficient level of written and spoken English.
• Assertive, empathetic, professional & courteous
• Ability to empathize with the customer
• Negotiation and influencing skills

Description

• Demonstrate a strong customer focus that enables to arrive at fair outcomes and excellent customer service resulting in addressing customer inquiries.
• Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
• Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
• Negotiate payment and repayment plans, assessing customer needs and financial circumstances, whilst addressing missed payments or arrears.
• Achieve high call quality, meet compliance standards whilst delivering against agreed customer service performance metrics
• You’ll need to be adaptable switching between inbound or outbound customers depending on business needs
• Any other tasks as deemed required by their Line Manager
• Ensure that the calls are handled as per Desktop procedures
• Ensure that the assigned targets in accordance with SLA and any internal standards are met
• Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
• Maintain and provide the relevant process reports in a timely manner
• Ensure adherence to established attendance schedules