Back-End Executive – Blended Customer Service (Email, Chat, Voice)

About the role

EXL is seeking a Back-End Executive to join its blended customer service team in Cape Town. The role involves handling email, chat, and voice interactions with policyholders, ensuring complaints are resolved efficiently and billing queries are processed accurately.

Key responsibilities

• Document and assist in the resolution of customer complaints, escalating when necessary.
• Produce and update procedural documentation for new and amended services.
• Support supplier calls and meetings, and proactively resolve issues within agreed targets.
• Participate in planning and deployment of new services and system enhancements.
• Receive inbound calls, process billing transactions, and verify payment details.
• Respond to simple and complex billing inquiries and provide technical support on client systems.
• Follow up on outstanding items and deliver high‑quality service experiences.
• Perform other duties as required.

Required profile

• Grade 12 (mandatory) with 6‑12+ months call‑centre experience.
• Experience in B2B customer service and handling outbound calls.
• Strong verbal and written English communication skills.
• Ability to work in a target‑based environment and demonstrate patience and a positive outlook.
• Good organisational and time‑management abilities, and a collaborative team attitude.

Required skills

• Proficiency with Microsoft Office packages (Excel, Word, Outlook).
• High level of computer and system literacy, able to navigate multiple software applications.