EXL

Analyzes business data and runs outsourced operations

Customer Service Representative

Customer SupportPosted on Nov 11

Full-timePune, Maharashtra, IndiaNo salary listedIn-person

About the Job

Responsibilities

Handle customer chats about contracts and services, answering customer queries and making some outbound calls depending on complexity.
Process transactions according to desktop procedures and meet assigned targets in accordance with service-level agreements and internal standards.
Resolve exceptions, update systems, verify customer details, and provide relevant system-generated information.
Meet predefined quality parameters and process excellence standards.
Adhere to attendance schedules and company policies and procedures.
Use standard, short, and effective statements when communicating with customers.
Resolve customer queries at first contact.

Role primarily involves dealing with end customers via chat(3CC), responsibilities include answering customer queries related to their contracts. Some bit of outbound calling is also required depending on the complexity
Average Handle Time
Quality Assurance (Finished Product Quality ) Measurement of the customer service representative’s skills
Authentication - Measurement of the customer service representative’s soft skills
Attendance - dependability
Schedule Adherence - punctuality
First chat resolution
Customer Experience (NPS) - Measurement of the customer service representative’s skills
Ensure that the process transactions are processed as per Desktop procedures
Ensure that the assigned targets in accordance with SLA and any internal standard are met
Manage customers chats for any queries related to Services
Provide resolution by catering exceptions and update systems accordingly.
Verifying customer details
Provide relevant system generated information
Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.
Ensure adherence to established attendance schedules
Ensure adherence to Company Policies and Procedures
Ensure use of standard verbiage – use of short & effective statements.
Resolve customer queries in first contact itself

About the Company

EXL

Analyzes business data and runs outsourced operations

EXL analyzes business data and runs outsourced operations for insurers, healthcare payers, banks, retailers, and other large organizations. Its teams combine industry expertise with data engineering and AI to handle tasks such as claims processing, payment reviews, customer service, and finance within existing technology environments. The company also builds software, including LifePRO, which manages insurance policies, and EXLdata.ai, which connects fragmented data for use in AI systems. Clients pay for consulting projects, ongoing managed services, and software delivered through the cloud. EXL was founded in 1999 and is headquartered in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1999

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