Customer Service Representative at EXL in Cape Town
EXL · Cape Town, Western Cape
Overview
EXL is hiring a Customer Service Representative in Cape Town to be the frontline contact for policyholders in a fast paced contact center. You will handle billing transactions, answer inquiries and provide technical support. This full time role is perfect for someone with up to one year of experience who wants to grow in a structured, collaborative environment with strong training and a focus on excellent service.
About the role
Join EXL as a Customer Service Representative in Cape Town, where you will be the first point of contact for policyholders in a dynamic contact center. Your day to day work involves receiving inbound calls, processing billing transactions such as telephone payments and account adjustments, and providing technical support on client systems. You will also follow up on outstanding items and deliver positive service experiences that meet quality and performance standards.
The role is full time and based in Cape Town. You will work within a structured operations environment with a team that values accountability, collaboration and teamwork. EXL offers a training program to help you succeed, and you will be expected to commit to the full training.
Important application note: EXL never asks for fees, payments, credit card or bank details during recruitment. Only apply through official channels and be aware that a formal interview process with HR and hiring managers is part of the selection.
Requirements
- Experience of up to 1 year, preferably in a customer service environment
- Some post high school education preferred
- Excellent telephone etiquette and service delivery skills
- Strong communication skills and effective listening abilities
- Effective organizational and time management techniques
- Patience and a positive outlook when working with policyholders
- Contribute to an environment of accountability, collaboration and teamwork
- Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
- Able to commit to the entirety of the training program and work within a structured operation environment
Responsibilities
- Receive inbound calls from policyholders in a contact center environment
- Process billing transactions on behalf of policyholders, including telephone payments and account adjustments
- Accurately interpret and verify billing transactions
- Respond to simple as well as complex billing inquiries from policyholders
- Provide policyholders with technical support on the client systems
- Follow up with policyholders on outstanding items in a timely manner
- Deliver highly positive service experiences consistent with key performance metrics, quality standards and customer experience program
- Perform other duties as needed
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
This Customer Service Representative role at EXL is a great entry point into the contact center world, especially if you have some customer service experience or are a recent school leaver with strong communication skills. When you apply, tailor your CV to highlight any call center, retail or face to face customer service you have done. Emphasise your telephone manner, ability to listen patiently and comfort with basic computer systems like MS Office. During interviews, expect questions about handling difficult customers, managing your time and working towards performance targets. Be ready to show that you are reliable and committed to training. Remember EXL will never ask you for payment or bank details during recruitment, so only use official application channels. Good luck.
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