Customer Service Executive – Debt Management

About the role

EXL is seeking a Customer Service Executive to join its Cape Town team. You will handle inbound and outbound calls, providing empathetic support to customers facing financial difficulties while ensuring compliance with internal and regulatory standards.

Key responsibilities

• Answer and manage customer enquiries over the telephone, delivering high‑quality service.
• Apply empathy and emotional intelligence to assist customers in stressful situations.
• Negotiate payment and repayment plans based on individual financial circumstances.
• Address missed payments or arrears and guide customers toward appropriate solutions.
• Refer customers to external debt‑advice providers when necessary, explaining benefits and contact procedures.

Required profile

• Experience making outbound calls or handling calls for UK clients.
• Proficient written and spoken English.
• Strong active‑listening, problem‑solving and analytical abilities.
• Assertive, courteous, and able to prioritize customer needs.
• South African citizenship and a minimum of Grade 12 education.

Required skills

• Computer literacy with MS Office.
• Proficiency in Excel.