EXL

Executive

EXL  •  Pune, IN (Onsite)  •  12 days ago
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AI can make mistakes so check important info. Chat history is never stored.

Job Description

  • Role primarily involves dealing with end customers via chat, responsibilities include answering customer queries related to their contracts. Some bit of outbound calling is also required depending on the complexity
  • Average Handle Time
  • Quality Assurance (Finished Product Quality ) Measurement of the customer service representative’s skills
  • Authentication - Measurement of the customer service representative’s soft skills
  • Attendance - dependability
  • Schedule Adherence - punctuality
  • First chat resolution
  • Customer Experience (NPS) - Measurement of the customer service representative’s skills
  • Ensure that the process transactions are processed as per Desktop procedures
  • Ensure that the assigned targets in accordance with SLA and any internal standard are met
  • Manage customers chats for any queries related to Services
  • Provide resolution by catering exceptions and update systems accordingly.
  • Verifying customer details
  • Provide relevant system generated information
  • Ensure that the quality of the transactions is in compliance with predefined parameters as defined by Process Excellence Standards.
  • Ensure adherence to established attendance schedules
  • Ensure adherence to Company Policies and Procedures
  • Ensure use of standard verbiage – use of short & effective statements.
  • Resolve customer queries in first contact itself

NA

Higher Education Diploma with 0 - 2 years of relevant experience


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 EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.

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
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