Overview
Executive
Key Responsibilities
Handle customer contacts through voice and chat. Resolve queries efficiently and professionally while meeting 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
You will also manage the entire issue management process for clients and make sure necessary follow-up actions are taken to resolve customer issues. A broad understanding of the organization's products and services is required to respond to client queries.
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Key Skills
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Education Requirements
- Graduate
Eligible Batch Years
EXL
EXL (EXL Service Holdings, Inc.) is a global data analytics, digital operations, and business process management company headquartered in New York, United States. Founded in 1999, the company helps organizations transform their operations using data, artificial intelligence, and domain expertise. EXL serves clients across industries such as insurance, healthcare, banking and financial services, retail, and travel, providing services that include analytics, AI-driven decision support, finance and accounting outsourcing, and customer operations.
With a workforce of tens of thousands of employees operating across North America, Europe, Asia, and other global delivery centers, EXL is recognized as a leading provider in the analytics-led outsourcing and digital transformation space. The company combines deep industry knowledge with advanced data science and cloud technologies to help enterprises improve efficiency, manage risk, and enhance customer experience. In recent years, EXL has strengthened its analytics and AI capabilities through acquisitions and platform investments, positioning itself as a prominent player in data-driven business services.
Company Details
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Websiteexlservice.com