- Cape Town CBD
- Salary: Market Related
- Job Type: Permanent
- Sectors: Call Centre
- Benefits: Medical Aid Pension Bonus Training Free Transport
- Reference: 2123766
- Employment Equity Position
Vacancy Details
Employer: EXL Service
Role primarily involves managing inbound calls frm end customers - responsibilities include receiving/making outbound calls, taking action on incoming queries, making required action and escalation handling. Delivering results as per Service Level Agreement targets / timelines will be key, with focus on Customer Satifisfaction and quality of transactions.
Essential Functions
Ensure that the process transactions are processed as per standard procedures
Ensure that the assigned targets in accordance with KSFs are met
Ensure that the quality of the transactions is in compliance with predefined parameters
Ensure adherence to Company Policies and Procedures
Ensure fair methods are used to upsell additional cover as per guidelines
Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
Achieving key targets for the process in line with the SLA (Service level Agreement)/KSFs (Key Success Factors)
Candidate Requirements
Technical Skills
Good Computer navigation skills, keyboarding skills
Should be familiar with MS Office
Process Specific Skills
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, customer service and productivity standards
Experience of Sales and service preferable
Soft skills/Aptitude
Self discipline
Result orientation
Adaptability
Soft Skills
Good written and verbal communication skills
Listening and comprehension skills
Questioning and Reasoning Skills
Customer Service focus and telephone etiquette
Ability to multi task, prioritize and manage daily work activities
643 people have applied for this job. 4547 people have viewed this job.
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