3848085-Executives

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 outcomesEXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.