Customer Care Voice-Collections

In brief

**Overview** This role is for a Customer Care Voice-Collections agent at EXL South Africa. The position focuses on managing customer inquiries and negotiating payment plans over the telephone, particularly for customers in difficult or stressful situations. Key aspects include demonstrating strong customer focus, providing excellent service while ensuring compliance, and adapting between inbound and outbound call handling based on business needs. **What you will do** * Demonstrate a strong customer focus to achieve fair outcomes and excellent customer service, addressing customer inquiries. * Handle customer inquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards. * Apply empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, aiming for a positive experience and good outcomes. * Negotiate payment and repayment plans, assessing customer needs and financial circumstances, while addressing missed payments or arrears. * Achieve high call quality and meet compliance standards while delivering against agreed customer service performance metrics. * Be adaptable, switching between inbound or outbound customers depending on business needs. * Perform any other tasks as deemed required by their Line Manager. * Ensure that calls are handled as per Desktop procedures. * Ensure that assigned targets in accordance with SLA and any internal standards are met. * Ensure that the quality of 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. **Requirements (from the original advert)** * 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 * Basic knowledge of computers * Preferably good typing speed and accurate system updating * Experience making outbound calls or handling calls for UK clients **Who should apply** This role is suitable for individuals with a Grade 12 qualification and at least six months of experience in both international call centers and collections. The ideal candidate will possess a proficient level of written and spoken English, along with strong active listening, negotiation, and influencing skills. They should be assertive, empathetic, professional, courteous, and capable of empathizing with customers, particularly in challenging situations. Candidates must have a clear criminal and credit record, basic computer knowledge, and preferably good typing speed with accurate system updating. Experience with outbound calls or handling calls for UK clients is also beneficial. Applicants should demonstrate a strong customer focus, an ability to prioritize customer needs, and good problem-solving, reasoning, and analytical skills. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/customer-care-voice-collections-exl-south-africa-2 Source: myjobmag

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At a glance

• Customer service

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