Join our team as a Customer Service Representative, where you'll handle billing transactions and provide technical support to policyholders in a fast-paced contact centre. With excellent communication skills and a positive attitude, you'll deliver exceptional service experiences while contributing to our collaborative environment. Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision. If you're committed to excellence and ready to thrive in a structured operations setting, this role is for you. Apply now to embark on a rewarding career journey with us.
ResponsibilitiesKey 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.
Minimum Requirements:
Grade 12 (Mandatory)
9+ months customer service experience and/or
9+ months call centre experience
Soft skills & Telecommunications Experience (Advantageous)
Computer Literacy (MS Office, Social Media, Online, Navigation)
Good articulation of the English language (Spoken and Written)
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.
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”
Skills Required
- Grade 12 or equivalent high school education
- At least 9 months of customer service experience and/or call centre experience
- Computer literacy, including Microsoft Office, Word, Excel, online navigation, and social media
- Strong spoken and written English articulation
- Excellent telephone etiquette and service delivery skills
- Strong communication and effective listening skills
- Organizational and time-management skills
- Ability to commit to the entire training program and work in a structured operations environment
- Credit, criminal, and other background screening must meet minimum risk acceptance criteria
- Mandatory drug testing may be required during onboarding or employment
- Post-high-school education
- Soft skills and telecommunications experience
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.
