Customer Care Voice-Inbound: 19293

In brief

**Job Title:** Customer Care Voice-Inbound: 19293 **Company:** EXL South Africa --- **Overview** This role at EXL South Africa primarily involves managing inbound calls from policy holders. The responsibilities include handling notifications of loss, checking policy coverage, providing accurate information, instructing suppliers, and updating internal systems. A strong focus on customer service, empathy, and achieving first-time resolution is paramount, alongside maintaining target answer rates and managing call statistics such as hold time, wrap time, and talk time. **What you will do** The key responsibilities for this position include: * Managing inbound calls from policy holders for notification of loss, checking policy cover, providing correct information, instructing suppliers, and updating the system. * Assisting customers who are calling to make payments. * Transferring misrouted calls to the correct department. * Assisting customers with making billing information. * Updating payment and billing information. * Tracking and locating payments. * Advising customers on how to save on billing fees. * Promoting self-serve and paperless options for customers. * Assisting customers with troubleshooting for the online self-service portal. * Liaising with other departments to verify updates on the customers’ behalf. * Ensuring that calls are answered per standard procedures. * Ensuring that the assigned calls per hour target/answer rate is met in accordance with the Service Level Agreement (SLA). * Ensuring that the quality of transactions follows predefined parameters. * Ensuring accuracy of reserves and record keeping. * Ensuring adherence to Company Policies and Procedures. * Making telephone calls to gather additional information. * Focusing on customer satisfaction, empathy, rapport building, effective communication, and timely resolution of customer concerns. * Performing any other essential function that may occur from time to time as directed by the Supervisor. * Ensuring answer rate is maintained and call statistics (hold time/wrap time/talk-time) are as required. **Requirements (from the original advert)** The following are the stated requirements for this role: * Grade 12 is Mandatory. * Desired insurance experience will be an added advantage. * Soft skills & Telecommunications Experience is Advantageous. * Computer Literacy including MS Office, Social Media, Online, and Navigation. * Good articulation of the English language, both spoken and written. * As part of client-specific requirements, candidates may be subject to mandatory drug testing, either during onboarding or at any point during employment at EXL. * Credit, Criminal, and other Background check screening results must meet the organization's minimum risk acceptance criteria. **Who should apply** This role is suitable for individuals who possess a mandatory Grade 12 qualification. Ideal candidates will demonstrate a strong focus on customer service, empathy, and the ability to achieve first-time resolution for customer concerns. They should be proficient in computer literacy, including MS Office, social media, and online navigation, and have good articulation skills in both spoken and written English. Candidates with desired insurance experience, soft skills, and telecommunications experience would be at an advantage. Applicants must also be prepared to undergo mandatory drug testing and background checks (credit, criminal, etc.) that meet the organization's minimum risk acceptance criteria. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/customer-care-voice-inbound-19293-exl-south-africa Source: myjobmag

Summary drafted with AI assistance from the original advert. The advert itself is the authority — how we use AI.

At a glance

• Microsoft Office
• Customer service

Extracted automatically from the advert; confirm requirements on the original listing.

Job description

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