Call Centre Executive Collections Cape Town
EXL · Cape Town, Western Cape
Overview
EXL is hiring Call Centre Executives in Cape Town for collections and customer service work. If you have 6 months or more of call centre or collections experience and a Grade 12 certificate, this full time role offers a chance to build your career in a global business services environment. You will handle inbound and outbound calls for UK clients, meet quality and compliance standards, and grow your customer service skills.
About the role
EXL is looking for Call Centre Executives to join their Cape Town team in a full time role focused on collections and customer service. You will be the voice of the company for UK based customers, handling both inbound and outbound calls depending on what the business needs on the day.
This role suits someone who is comfortable switching between different types of calls, who can stay calm and professional under pressure, and who genuinely enjoys helping customers resolve their queries. You will work within clear desktop procedures and service level agreements, so attention to detail and reliability matter.
You will also be expected to keep your call quality high, meet compliance standards, and contribute to a team that takes customer outcomes seriously.
Important application note: In line with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups as aligned with the company's EE targets.
Requirements
- 6 months or more experience in collections or a call centre environment
- Grade 12 certificate
- Credit and criminal clear record
- Proficient level of written and spoken English
- Active listening skills
- Assertive, empathetic, professional and courteous manner
- Experience making outbound calls or handling calls for UK clients
- Ability to empathise with customers and prioritise their needs
- Good problem solving, reasoning and analytical skills
- Negotiation and influencing skills
- Ability to deliver messages and responses clearly and concisely
- Basic knowledge of computers
- Good typing speed and accurate system updating would be an advantage
Responsibilities
- Handle inbound and outbound customer calls as required by business needs
- Demonstrate a strong customer focus to arrive at fair outcomes and excellent service
- Address customer inquiries while maintaining high call quality and meeting compliance standards
- Deliver against agreed customer service performance metrics
- Follow desktop procedures when handling calls
- Meet assigned targets in line with SLA and internal standards
- Ensure call handling quality complies with predefined Process Excellence standards
- Maintain and provide relevant process reports in a timely manner
- Adhere to established attendance schedules
Job details
- Organisation
- EXL
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Experience level
- Entry
- Education
- Matric
- Category
- Customer Service
- Application Method
- Apply online
Success Guide
Hi there. This is a great entry point if you are looking to get your foot in the door with a global company like EXL. When you apply, make sure your CV clearly shows any call centre or collections experience you have, even if it was just a few months. Highlight your Grade 12 certificate and mention that you are credit and criminal clear.
During the interview, be ready to talk about how you handle difficult customers and how you stay calm under pressure. They will likely ask you to give examples of times you solved a problem for a customer. Practice speaking clearly and confidently in English, because most of your calls will be with UK clients.
Also remember that this role involves shift work and hitting targets, so showing that you are reliable and adaptable will go a long way. Good luck!
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