Executive
EXL
Requirement
- 6 month's+ International Call Center Experience
- 6 month's+ Collections Experience
- Grade 12
- Crim and Credit Clear
- Proficient level of written and spoken English.
- Active listening skills
- Assertive, empathetic, professional & courteous
- Ability to empathize with the customer
- Negotiation and influencing skills
Description
- Demonstrate a strong customer focus that enables to arrive at fair outcomes and excellent customer service resulting in addressing customer inquiries.
- 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 customer needs and financial circumstances, whilst addressing missed payments or arrears.
- Achieve high call quality, meet compliance standards whilst delivering against agreed customer service performance metrics
- You’ll need to be adaptable switching between inbound or outbound customers depending on business needs
- Any other tasks as deemed required by their Line Manager
- Ensure that the calls are handled as per Desktop procedures
- Ensure that the assigned targets in accordance with SLA and any internal standards are met
- Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
- Maintain and provide the relevant process reports in a timely manner
- Ensure adherence to established attendance schedules
