Customer Service Representative

Join our team as a Customer Service Representative, where you'll handle billing transactions and provide technical support to policyholders in a fast-paced contact centre. With excellent communication skills and a positive attitude, you'll deliver exceptional service experiences while contributing to our collaborative environment. Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision. If you're committed to excellence and ready to thrive in a structured operations setting, this role is for you. Apply now to embark on a rewarding career journey with us.

Key Responsibilities

Responsibilities are not limited to the enclosed

• Receive inbound calls from policyholders in a contact centre environment.
• Process billing transactions on behalf of policyholders, which include 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 our key performance metrics, quality standards and customer experience program.
• Perform other duties as needed.
• Increase customer retention, loyalty and build a credible reputation
• Comprehend and adhere to the company and department standards, policies and procedures
• Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards
• Deliver a quality service to all customers and third parties to ensure customer and client satisfaction
• 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
• Exhibit 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.
• Credit, Criminal and other Background check screening results must meet the organization's minimum risk acceptance criteria.

Minimum Requirements:

• Grade 12 (Mandatory)
• 9+ months customer service experience and/or
• 9+ months call centre experience
• Soft skills & Telecommunications Experience (Advantageous)
• Computer Literacy (MS Office, Social Media, Online, Navigation)
• Good articulation of the English language (Spoken and Written)
• 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
• Exhibit 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.
• As part of client-specific requirements, you may be subject to mandatory drug testing, either during onboarding or at any point during your employment at EXL.
• Credit, Criminal and other Background check screening results must meet the organization's minimum risk acceptance criteria.

“In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”