Customer Service Representative
EXL
full-time
Posted on:
Location Type: Hybrid
Location: 🇿🇦 South Africa
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Ensure that the assigned targets in accordance with SLA are met
- Ensure that the quality of the transactions is in compliance with predefined parameters
- Ensure claim costs is controlled and leakage kept at a minimum
- Ensure accuracy of reserves and payments and manage lifecycle of claims
- Ensure adherence to Company Policies and Procedures
- Managing calls – both inbound and outbound as well as all other correspondence on claims
- Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
- Any other essential function that may occur from time to time as directed by the Supervisor
Requirements
- English language proficiency
- Previous international Voice experience
- Good Computer navigation skills
- Should be familiar with MS Office
- 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, timeliness and productivity standards
- Self-discipline
- Result orientation
- Adaptability
- Listening and comprehension skills
- Questioning and Reasoning Skills
- Customer Service focus and telephone etiquette
- Ability to multi task, prioritize and manage daily work activities
Benefits
- Health insurance
- Paid time off
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
English language proficiencyComputer navigation skillsMS OfficeClaims managementTransaction processing
Soft skills
Customer satisfactionEffective communicationDecision makingOwnershipSelf-disciplineResult orientationAdaptabilityListening skillsQuestioning skillsReasoning skills