EXL – Executive Customer Care Voice-Claims

Job Description

EXL is hiring for the role of Executive Customer Care Voice-Claims as part of its large-scale hiring drive for graduates from the 2022–2026 batch. This position is designed for candidates interested in customer support, claims processing, communication management, and service operations. The role focuses on handling customer queries related to claims, providing assistance through voice-based interactions, resolving concerns efficiently, and maintaining high standards of customer satisfaction. This opportunity allows candidates to gain professional exposure in customer relationship management and insurance or claims-related support services.

In this role, professionals will interact directly with customers, understand their concerns, resolve claim-related queries, and ensure seamless communication between stakeholders. Employees are expected to provide accurate information, maintain detailed records of interactions, process customer requests, and ensure timely resolution of issues while adhering to organizational quality standards. Strong communication skills, empathy, and customer-centric thinking play a critical role in ensuring successful performance in this position.

The Executive Customer Care Voice-Claims role offers candidates long-term career opportunities in customer service, operations, claims management, process excellence, and client support functions. EXL provides a structured work environment where employees receive training, skill enhancement opportunities, and exposure to global service delivery standards, helping freshers establish a stable and rewarding professional career.

Roles & Responsibilities

• Handle customer calls and voice interactions professionally while addressing claims-related concerns and providing timely assistance.
• Resolve customer complaints and queries effectively by understanding requirements and offering accurate resolutions.
• Maintain proper documentation of customer interactions, service requests, and claims-related communications for operational accuracy.
• Ensure compliance with quality standards and customer service guidelines while maintaining professionalism during interactions.
• Support claims processing activities by coordinating with internal teams and ensuring smooth workflow execution.
• Build positive customer relationships by demonstrating empathy, active listening, and strong communication skills.
• Escalate unresolved concerns appropriately and ensure timely follow-up to maintain service quality.
• Meet performance metrics related to response time, resolution accuracy, customer satisfaction, and operational efficiency.
• Participate in training sessions and process improvement initiatives to enhance customer handling capabilities.
• Adapt to changing customer requirements, business priorities, and shift-based work environments.

Requirements & Eligibility

• Candidates from the 2022–2026 batch with graduation in any discipline are eligible.
• Freshers and candidates with up to 3 years of experience in customer service or voice support are encouraged to apply.
• Excellent communication and interpersonal skills are mandatory for voice-based customer interaction.
• Strong listening, empathy, and problem-solving skills are required to deliver effective customer support.
• Basic computer proficiency and familiarity with business systems or CRM tools are preferred.
• Ability to work in rotational shifts and dynamic customer support environments may be required.
• Candidates should demonstrate patience, professionalism, and customer-centric thinking.
• Good documentation and reporting skills are preferred to maintain accurate service records.
• Ability to multitask and manage multiple customer interactions efficiently is essential.
• Positive attitude and eagerness to learn are highly valued.

Expected Salary

The salary for Executive Customer Care Voice-Claims roles at EXL generally ranges between ₹3 LPA to ₹5.5 LPA, depending on communication skills, prior experience, customer handling abilities, and business requirements. Employees may also benefit from incentives, career growth opportunities, and professional skill development programs.

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