Coordinator-Customer Care Voice-Inbound

EXL – Cape Town, Western Cape, South Africa

The role involves supporting customers in contacting our organization by phone, helping them resolve issues efficiently, and promoting digital self‑service options.

Responsibilities

• Promote digital self‑service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalating complex matters where necessary.
• Run basic diagnostics to better understand the root cause of issues and feed back findings to enable continuous improvement for seamless customer experience.
• Commit accurate data entry into systems and maintain thorough records.
• Identify issues and potential issues for customers and escalating, as appropriate, to the relevant team (i.e., incident management).
• Identify opp...