Voice-Customer Service

In brief

**Overview** This role at EXL South Africa is for a Voice-Customer Service professional responsible for handling customer enquiries over the telephone. The position focuses on providing excellent service, demonstrating empathy, negotiating payment plans, and offering advice on external debt where necessary. **What you will do** * Handle customer enquiries 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, ensuring a positive experience and good outcomes. * Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears. * Signpost customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them. **Requirements (from the original advert)** * Experience making outbound calls or handling calls for UK clients * Proficient level of written and spoken English * Active listening skills * Assertive, empathetic, professional & courteous * Ability to empathize with the customer * Prioritizing customer needs * Good problem solving, reasoning and analytical skills * Negotiation and influencing skills * Computer Literacy (MS Office, Excel, Social Media, Online, Navigation) * SA Citizen * Grade 12 Mandatory **Who should apply** This role is suitable for individuals who possess strong communication skills in English (both written and spoken), including active listening and good articulation. Ideal candidates are empathetic, professional, courteous, and assertive, with a proven ability to prioritize customer needs and empathize with them in difficult situations. Strong problem-solving, reasoning, analytical, negotiation, and influencing skills are essential. Applicants should also be computer literate, comfortable with MS Office, Excel, social media, and online navigation. Experience with outbound calls or handling calls for UK clients is required. Furthermore, applicants must be South African citizens and have a Grade 12 qualification. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/voice-customer-service-exl-south-africa-8 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 Excel
• Microsoft Office
• Customer service

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

Job description

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