Customer Care Voice

Job Description





Role primarily involves managing inbound calls from policy holders for notification of loss, checking policy cover, providing correct information, instructing suppliers and updating the system.

Focus on customer service, empathy and first-time resolution is paramount; while ensuring answer rate is maintained and call statistics (hold time/wrap time/talk-time) are as required.





Responsibilities



Key Responsibilities



Responsibilities are not limited to the enclosed



Essential Functions





Assist customers that are calling to make payments.

Assist customers by transferring misrouted calls to the correct department.

Assist customer with making billing information.

Update payment and billing information.

Track and locate payments.

Advising customers on how to save on billing fees.

Promote self-serve and paperless options for the customers.

Assist customers with trouble shooting for online self-service portal.

Liaise with other departments to verify updates on the customers' behalf.

Ensure that calls are answered per standard procedures.

Ensure that the assigned calls per Hour target/ answer rate is met in accordance with SLA

Ensure that the quality of the transactions follows predefined parameters.

Ensure accuracy of reserves and record keeping

Ensure adherence to Company Policies and Procedures

Making telephone calls to gather additional information.

Focus on customer satisfaction, empathy, 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.





Qualifications



Minimum Requirements:





Grade 12 (Mandatory)

Desired insurance experience will be added advantage





Minimum experience required





Soft skills & Telecommunications Experience (Advantageous)

Computer Literacy (MS Office, 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.

Credit, Criminal and other Background check screening results must meet the organization's minimum risk acceptance criteria.