EXL

Executive

EXL  •  Pune, IN (Onsite)  •  2 months ago
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Job Description

Essential Functions

  • Ensure that calls are handled as per standard and defined procedures
  • Ensure that assigned customer satisfaction, lead generation and efficiency goals are met
  • Ensure that the quality of customer / third-party interactions is in compliance with pre-defined parameters
  • Ensure that all protocols are followed for ensuring that the rescue is completed in a timely and efficient manner
  • Maintain a ‘one-call resolution’ mindset. This includes the ability to identify when dispatch needs escalation to internal support team, supervisor or manager on duty
  • Focus on customer satisfaction through active listening, accurate and efficient need identification, empathy, rapport building, clear and effective communication and timely dispatch of service
  • Ensure that all communication with service providers is quick and efficient and that fastest and most cost-effective service is dispatched to the customer
  • Effective negotiation skills with service providers to secure service for the customers
  • Comply with company policies and procedures
  • Any other essential function that may occur from time to time as directed by the supervisor

Voice and Conversation Capabilities

  • Strong, clear, coherent and comprehendible English speech, including sentence construction, grammar and pronunciation
  • Ability to negotiate with service providers on ETAs / rates /
  • Ability to understand and comprehend the caller
  • Effective questioning, including the use of open and closed questions to obtain the right information to assist the customer
  • Adjust tone, pace and language to better support and understand the customer

  • Communicate with next level of support in a constructive manner to achieve great outcomes

Essential Functions

  • Ensure that calls are handled as per standard and defined procedures
  • Ensure that assigned customer satisfaction, lead generation and efficiency goals are met
  • Ensure that the quality of customer / third-party interactions is in compliance with pre-defined parameters
  • Ensure that all protocols are followed for ensuring that the rescue is completed in a timely and efficient manner
  • Maintain a ‘one-call resolution’ mindset. This includes the ability to identify when dispatch needs escalation to internal support team, supervisor or manager on duty
  • Focus on customer satisfaction through active listening, accurate and efficient need identification, empathy, rapport building, clear and effective communication and timely dispatch of service
  • Ensure that all communication with service providers is quick and efficient and that fastest and most cost-effective service is dispatched to the customer
  • Effective negotiation skills with service providers to secure service for the customers
  • Comply with company policies and procedures
  • Any other essential function that may occur from time to time as directed by the supervisor

Voice and Conversation Capabilities

  • Strong, clear, coherent and comprehendible English speech, including sentence construction, grammar and pronunciation
  • Ability to negotiate with service providers on ETAs / rates /
  • Ability to understand and comprehend the caller
  • Effective questioning, including the use of open and closed questions to obtain the right information to assist the customer
  • Adjust tone, pace and language to better support and understand the customer

  • Communicate with next level of support in a constructive manner to achieve great outcomes

Undergrads with 1 year experience

Graduate Freshers

EXL

About EXL

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.

At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.

Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.

We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.

At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.

For more information, visit www.exlservice.com.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
New York, NY
Year Founded
Unknown
Website
exlservice.com
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