Executive

EXL; Cape Town; On-site; ZAR 120,000 - 160,000; Full time

Job summary

EXL in Cape Town is seeking a Customer Collections/Call Center Associate with 6 months+ collections or call center experience and a Grade 12 qualification. You will handle calls, ensure high-quality service, and maintain compliance with procedures while meeting performance targets.

Applicants must have credit and criminal clearances. The role requires flexibility to switch between inbound and outbound calls as needed and a strong focus on delivering fair outcomes and excellent customer service.

Qualifications

• Demonstrate a strong customer focus enabling fair outcomes and excellent customer service in addressing inquiries.
• Achieve high call quality and meet compliance standards while delivering against performance metrics.
• Be adaptable, switching between inbound or outbound calls as required by the business needs.

Responsibilities

• Handle calls in accordance with Desktop procedures and SLA targets.
• Ensure that assigned targets in line with SLA and internal standards are met.
• Maintain accurate process reports and timely updates.
• Adhere to established attendance schedules and company policies.
• Support other tasks as directed by the Line Manager.

Skills

Collections or Call Center Experience

Education

Grade 12

Job description

• 6 month's+ Collections or Call Center Experience.
• Grade 12
• Credit and Criminal Clear

Requirements

• 6 month's+ Collections or Call Center Experience.
• Grade 12
• Credit and Criminal Clear

Description

• Demonstrate a strong customer focus that enables to arrive at fair outcomes and excellent customer service resulting in addressing customer inquiries.
• 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 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