About this role
Responsibilities
Responsibilities are not limited to the enclosed
Receive inbound calls from policyholders in a contact centre environment.
Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
Accurately interpret and verify billing transactions.
Respond to simple as well as complex billing inquiries from policyholders.
Provide policyholders with technical support on the client systems.
Follow up with policyholders on outstanding items in a timely manner.
Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
Perform other duties as needed.
Increase customer retention, loyalty and build a credible reputation
Comprehend and adhere to the company and department standards, policies and procedures
Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards
Deliver a quality service to all customers and third parties to ensure customer and client satisfaction
Some post High School education preferred
Excellent telephone etiquette and service delivery skills
Strong communication skills and effective listening abilities
Effective organizational and time-management techniques
Exhibit patience and a positive outlook when working with policyholders
Contribute to an environment of accountability, collaboration and teamwork
Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
Able to commit to the entirety of the training program and work within a structured operation environment.
Credit, Criminal and other Background check screening results must meet the organization's minimum risk acceptance criteria.
Qualifications
Minimum Requirements:
Grade 12 (Mandatory)
Preferable 9+ months International BPO experience in a customer service/sales environment (Insurance Preferrable)
9+ months consecutive local contact centre experience in SA (Insurance Preferrable)
Soft skills & Telecommunications Experience (Advantageous)
Computer Literacy (MS Office, Social Media, Online, Navigation)
Excellent articulation of the English language (Spoken and Written)
Any Tertiary education is a plus Post High School
Excellent telephone etiquette and service delivery skills
Strong communication skills and effective listening abilities
Effective organizational and time-management required
Require patience and a positive outlook when working with policyholders
Contribute to an environment of accountability, collaboration and teamwork
Basic ability Experience in navigating computers and software applications (MS Office, Word, Excel, etc.)
Commit to the entirety of the training program and work within a structured operation environment.
As part of client-specific requirements, you may be subject to mandatory drug testing, either during onboarding or at any point during your employment at EXL.
Credit, Criminal and other Background check screening results must meet the organization's minimum risk acceptance criteria.
In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups, aligned with our EE targets
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