Executive

ExlService Holdings, Inc.; Cape Town; On-site; ZAR 201,000 - 268,000; Full time

Job summary

ExlService Holdings, Inc. in Cape Town is seeking a customer service specialist to handle telephone inquiries, deliver compliant, empathetic support, and assist customers in challenging financial situations.

You will negotiate payment plans, assess needs, and guide clients toward appropriate support options, including external debt advice, ensuring clear information and positive outcomes for both the customer and the company.

Qualifications

• Handle customer enquiries over the telephone with excellent service while ensuring compliance with internal processes and regulatory standards.
• Apply empathy and emotional intelligence to connect with customers, especially in difficult or stressful situations.
• Negotiate payment and repayment plans, assess customers' needs and financial circumstances, and address missed payments or arrears.
• Signpost customers to external debt advisory services, explaining benefits and how to contact them.

Job description

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 customers' needs and financial circumstances, whilst addressing missed payments or arrears.

Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.