Executive Voice Customer Service Representative

About the role

The successful candidate will join EXL's Collections Team in Cape Town, handling both outbound and inbound calls to customers with overdue accounts. The role aims to secure payments, arrange compliant payment plans, and deliver a positive experience for both the client (BG) and its customers.

Key responsibilities

• Make outbound collections calls and receive inbound collections inquiries.
• Assess customers' circumstances and ability to pay, demonstrating empathy where appropriate.
• Arrange payment plans that meet compliance standards and help customers get their energy accounts back on track.
• Utilise BG and third‑party services to deliver the right outcome for each customer.
• Maintain high call quality, meet performance metrics and adhere to SLA targets.
• Take ownership of customer issues, find solutions and ensure tasks are completed with attention to detail.
• Follow desktop procedures, maintain process reports and adhere to attendance schedules.

Required profile

• Grade 12 (mandatory).
• 6–12 months of call‑centre experience.
• Good articulation of English, both spoken and written.
• Computer literacy, including MS Office and basic online navigation.
• Alignment with Employment Equity Act preferences for historically under‑represented groups.

Required skills

• MS Office