Job Description
About the Role
EXL Service is seeking an experienced Workforce Manager – Assistant Manager to join our team in Cape Town City Centre. As a key member of our BPO operations, you will be responsible for ensuring the smooth day-to-day management of our workforce, with a focus on delivering exceptional customer service and meeting business objectives.
Key Responsibilities
- Ensure that assigned targets in accordance with SLA are met
- Ensure quality of transactions is in compliance with predefined parameters
- Control claim costs and minimize leakage
- Accurately manage lifecycle of claims
- Adhere to Company Policies and Procedures
- Manage inbound and outbound calls, as well as all other correspondence on claims
- Focus on Customer Satisfaction, rapport building, effective communication, and timely resolution of Customer concerns
- Perform any other essential functions as directed by the Supervisor
Requirements
- English language proficiency
- Previous international Voice experience
- Good computer navigation skills
- Familiarity with MS Office
- Knowledge of business concepts to effectively perform the job
- Ability to make decisions in a timely manner and show good judgment
- Commitment to achieving specific objectives and taking ownership for accomplishing them
Qualifications
- Formal education/certifications (please specify if applicable)
Salary & Benefits
- Please note that salary details are not provided in the original job description. If you have any questions regarding compensation, please contact EXL Service directly.
Note: As per the instructions, I did not include a “How to Apply” section as it is added automatically.
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Customer service / support Jobs in Cape Town Region
The customer service and support industry is a vital component of the Cape Town region’s economy, with a high demand for skilled professionals to provide excellent service to customers across various sectors. Typically, this field offers a stable and growth-oriented career path, especially in industries that rely heavily on customer interaction, such as technology and financial services.
In terms of compensation, salaries for customer service and support roles in Cape Town can vary widely depending on factors like experience, company size, and industry sector. Generally, salaries range from R20 000 to R40 000 per month for entry-level positions, while more senior roles can command salaries between R50 000 to R80 000 per month. However, it’s essential to note that these are broad estimates and actual salaries may differ based on individual circumstances.
Common skills required for customer service and support roles in Cape Town include excellent communication and problem-solving skills, the ability to work well under pressure, and a strong knowledge of products or services being offered. Additionally, many employers also look for candidates with basic computer skills, such as Microsoft Office proficiency, and experience working in a team environment.
The technology industry is one of the most significant sectors that employ customer service and support professionals in Cape Town, alongside financial services and manufacturing. Other common industries include healthcare, e-commerce, and education. In these sectors, customer service representatives play a crucial role in resolving customer complaints, answering queries, and providing overall support to customers.
For those looking to start or advance their careers in customer service and support, there are numerous opportunities for growth and development. Typically, career progression paths involve moving into more senior roles within the company or exploring opportunities in related fields like account management, sales, or operations. With experience, it’s also possible to transition into specialized roles, such as technical support specialist or customer success manager.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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