- Demonstrate a strong customer focus that enables to arrive at fair outcomes and excellent customer service resulting in addressing customer inquiries.
- 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
- Proficient level of written and spoken English
- Active listening skills
- Assertive, empathetic, professional & courteous
- experience making outbound calls or handling calls for UK clients
- Ability to empathize with the customer
- Prioritizing customer needs
- Good problem solving , reasoning and analytical skills
- Negotiation and influencing skills
- Ability to deliver messages/responses in a clear and concise manner
- Basic knowledge of computers
- Preferably good typing speed and accurate system updating
- Active listening skills
- Assertive, empathetic, professional & courteous
- experience making outbound calls or handling calls for UK clients
- Ability to empathize with the customer
- Prioritizing customer needs
- Good problem solving , reasoning and analytical skills
- Negotiation and influencing skills
- Ability to deliver messages/responses in a clear and concise manner
- Basic knowledge of computers
- Preferably good typing speed and accurate system updatingrience making outbound calls or handling calls for UK clients
“In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”
Skills Required
- Proficient level of written and spoken English
- Active listening skills
- Assertive, empathetic, professional and courteous manner
- Experience making outbound calls or handling calls for UK clients
- Ability to empathize with the customer
- Prioritizing customer needs
- Good problem solving, reasoning and analytical skills
- Negotiation and influencing skills
- Ability to deliver messages/responses in a clear and concise manner
- Basic knowledge of computers
- Good typing speed and accurate system updating
- Adaptability to switch between inbound and outbound customer handling
- Meet assigned targets in accordance with SLA and internal standards
- Ensure calls are handled per desktop procedures and Process Excellence quality parameters
- Adherence to established attendance schedules
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
