EXL—Executive

Job description

Description: Role Purpose: Deliver excellent customer service through voice and chat channels while ensuring full compliance with regulatory, quality, and operational standards. Key Responsibilities: - Handle customer contacts via voice and chat. - Resolve queries efficiently and professionally. - Adhere to all compliance, data protection, and quality requirements. - Accurately document customer interactions. - Take ownership of customer issues through to resolution. - Escalate complex cases when required. Success Measures: - CSAT and quality scores - Productivity and adherence - First Contact Resolution (FCR) 100% compliance with regulated processes Requirements: Higher Education Diploma with 0 - 2 years of relevant experience Responsibilities: Set departmental goals, manage budgets, lead cross-functional teams, and ensure compliance with policies.