Customer Service Agent - UK Campaign

The successful candidate will be working within the Collections Team. They will be responsible for making outbound calls and taking inbound collections calls. They will be dealing with a range of customers in arrears, from the most vulnerable to challenging customers that don’t want to pay. They will work towards being fully compliant, arrange successful payment plans and look to drive a positive customer experience to ensure that you’re delivering the right options and outcomes for both BG and their customers

Responsibilities

Key Responsibilities 

Responsibilities are not limited to the enclosed 

• Demonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer’s energy account back on track
• Achieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics
• Fully assess the customers circumstances and ability to pay while demonstrating empathy were applicable
• Utilize all services and support that BG and our 3rd parties can offer to deliver the right outcome for the customer
• Take ownership of customer issues and work hard to find solutions
• You’ll need to be adaptable switching between inbound or outbound customers depending on business needs
• Ensure all tasks are completed to a high standard with attention to detail 
• Any other tasks as deemed required by their Line Manager 
• Ensure that the calls are handled as per Desktop procedures
• Ensure that the assigned targets in accordance with SLA and any internal standards are met
• Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
• Maintain and provide the relevant process reports in a timely manner
• Ensure adherence to established attendance schedules

Qualifications

Minimum Requirements: 

• Grade 12 (Mandatory)
• 6-12 months call centre experience 
• Soft skills & Telecommunications Experience (Advantageous) 
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 

“In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.