Job Description

The purpose of this role is to leverage AI tools and platforms to handle advanced customer problem-solving, provide empathetic support during emotionally charged interactions, and collaborate effectively with AI systems to deliver personalized and efficient customer experiences. Agents will play a pivotal role in evaluating AI outputs, resolving complex issues, and ensuring seamless integration between AI-driven solutions and human-centric problem resolution.
Job title: Customer Advisor
:
A Collections Agent is responsible for contacting customers regarding overdue payments through various methods and negotiating payment plans or resolving billing issues. They must maintain accurate records of all collection activities and account statuses. Providing excellent customer service while resolving debts, ensuring timely payments, and meeting collection goals are also key aspects of the role.
Collections Agents research effective collection techniques and adhere to all relevant laws and regulations whilst handling calls from existing/new Southern Water accounts/customer's - by contacting debtors to arrange payment plans, maintaining detailed records, and achieving collection targets, all while maintaining a professional and courteous demeanor, even under pressure.

• Debtor Contact: Initiate contact with debtors to discuss outstanding accounts and arrange payment plans.
• Record Keeping: Maintain accurate and thorough records of all collection activities and customer interactions.
• Negotiation: Skillfully negotiate payment terms and find solutions for overdue accounts.
• Target Achievement: Work towards meeting and exceeding collection goals and targets.
• Compliance: Adhere to all relevant debt collection laws and company policies.
• Problem Solving: Address customer objections and resolve issues related to overdue payments.
• Providing excellent customer service with a key focus on doing the right thing for each customer - deliver solutions that meet their individual needs.
• Identifying vulnerable customers and adapting approach, providing additional support when required.
• Handling escalated customer queries with empathy and integrity, logging accurately
• Dealing with a wide range of queries across telephony platform
• Any other duties as deemed necessary and in line with the scope and level of this role.
• Handling customer queries and delivering high quality service throughout
• Using your product knowledge to proactively find answers and solve problems.
• working to tight deadlines to ensure all queries are responded to in good time and meet day-to-day service delivery targets.
• Adhering to data protection and confidentiality laws
• Handling calls for Southern Water - debt related calls, either we have contacted them via email or SMS or outbound (and left a message) and they either want to pay their bill, set up a payment plan or discuss one of our Social Tariffs, we often speak to customers (especially now) in severe financial hardship
• Taking payments, setting up manageable payment plans, offering short term discounts on their bills
• Deliver excellent customer experience by resolving complex customer issues that require critical thinking, emotional intelligence, and in-depth problem analysis
• Evaluate and validate AI-generated recommendations, adapting them to unique customer needs
• Use AI-powered tools (e.g., chat assistants, sentiment analysis platforms, and predictive analytics) to enhance interaction quality
• Provide empathetic and customer-focused solutions, particularly during emotionally sensitive interactions
• Accurately capture and document information with the use of AI tools available
• Contribute to refining AI outputs by providing feedback and identifying areas for improvement in AI performance
• Stay updated on GenAI platforms, tools, and emerging trends to adapt to the evolving contact centre environment
• Engage in upskilling programs to enhance skills like prompt engineering, AI data interpretation, and troubleshooting AI workflows

Key Result Areas/Competencies
Essential:

• High proficiency in written and verbal English communication,
• Time Management: Balancing multiple tasks efficiently is essential.
• Active Listening: Understanding customer queries and questions.
• Handle complex issues.
• Problem Solving: Quick thinking and resourcefulness are vital.
• Communication Skills: Clear and concise communication
• Adaptability: The ability to adjust to different customer personalities and situations is valuable.
• Customer-Centric Approach: Putting the customer first is a core competency.
• Moderate to Advanced computer skills and system navigation
• Experience with AI-powered platforms, including sentiment analysis tools, agent-assist technologies, and chatbot interfaces
• Basic knowledge of GenAI platforms and prompt engineering
• Ability to handle emotionally charged situations with empathy, understanding, and effective communication
• Strong analytical skills to evaluate AI outputs, troubleshoot AI-assisted workflows, and provide tailored resolutions
• Good understanding of CRM systems and emerging AI technologies used in contact centres
• Awareness of ethical AI usage, data privacy standards, and compliance requirements
• Self-motivated with the ability to work both independently and as part of a team
• Ability to thrive in a dynamic, hybrid AI-human environment, learning and evolving with new tools and systems

• Experience in a collections or customer service role.
• Familiarity with specific collection techniques
• Adaptability and the ability to work effectively in a fast-paced environment.
• A proactive mindset and commitment to continuous improvement.

Minimum Requirements:

• Grade 12
• Clear Credit and Crim
• 6-12 months Debt collection experience
• Collections within an International contact centre will be advantageous

The campaign operates in UK time. You will be required to work the following shifts in South African times:
Operating Hours: SA times

• Monday - Friday (9:30AM - 6:30PM) subject to change due to Operational requirements if needed.
• Your shift roster is subject to change therefore be prepared to work unfavorable shift patterns as per operational requirements.
• Our Call Centre is operational 365 days per year (including Christmas and New Year).
• You will be expected to work during the festive season (including Christmas Day)

What's in it for you?

• Competitive remuneration package
• Shift Allowance
• Excellent monthly performance bonus of up to 20% of basic salary
• Free door to door transport for evening shifts after 7pm
• A progressive career path to help you develop in your Call center career.
• Comprehensive product training in a fun collaborative environment
• Excellent accredited training programs to assist you in career development on a variety of subjects/concepts.
• Employee Share Scheme Trust after 24 months tenure with Capita
• Eligibility to participate in our scholarship program after 24 months tenure with Capita.

What we hope you'll do next
Choose 'Apply now' to fill out our short application, so that we can find out more about you. Please upload an up-to-date CV which highlights your relevant experience.
What will happen next?

• Your application will be reviewed.
• If your application is successful, you will be invited to an interview with a member of the recruitment team.

IMPORTANT
The shortlisted candidates are subject to be assessed using relevant assessment tools based on the needs and requirements of the role.
Capita South Africa adheres to the principles of the Employment Equity Act and preference will be given to candidates in line with the business' EE targets and goals.
Attach your most recent CV indicative of the criteria as advertised.
Location: Cape Town
, South Africa
Time Type: Full time
Contract Type: Permanent