Job Description
Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
Accurate data entry into systems and maintaining thorough records.
Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.
Identifying opportunities for process and service improvements and discussing these openly with your manager.
Responsibilities
Responsibilities are not limited to the enclosed
Experience making outbound calls or handling calls for UK clients
Proficient level of written and spoken English
Active listening skills
Assertive, empathetic, professional & courteous
Ability to empathize with the customer
Prioritizing customer needs
Good problem solving, reasoning and analytical skills
Negotiation and influencing skills
Qualifications
Minimum Requirements:
Grade 12 (Mandatory)
6+ months call centre experience
Computer Literacy (MS Office, Excel, Social Media, Online, Navigation)
Good articulation of the English language (Spoken and Written)
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.