Job Description

ENVIRONMENT:
An established internet service provider based in Pretoria is seeking a Field Recovery Agent to manage the recovery of network equipment from clients with outstanding accounts. As the final point of engagement in the collections process, the successful candidate will be responsible for retrieving routers and wireless devices from non-compliant customers. This role requires a background in security, enforcement, or a related field, along with a strong commitment to professionalism and ethical conduct to ensure the safe and respectful recovery of company assets.
DUTIES:
Equipment Recovery

• Visit customer premises with outstanding debt to recover network-related equipment.
• Ensure proper documentation and secure handling of recovered items.
• Verify asset serial numbers and update asset tracking systems accurately.

Customer Interaction

• Engage with customers in a respectful yet assertive manner to explain the visit's purpose.
• Diffuse potential conflicts and manage sensitive situations with tact and within legal boundaries.
• Provide guidance on settlement options, if within the scope of authority.

Coordination and Reporting

• Collaborate with Accounts and Operations teams to plan efficient recovery routes and schedules.
• Complete and submit daily recovery reports with supporting proof of recovery.
• Escalate cases involving unsafe conditions or non-compliance to management.

Safety, Ethics, and Legal Compliance

• Follow all relevant laws, company policies, and safety protocols during field visits.
• Maintain a professional, non-threatening, and ethical approach at all times.
• Exercise sound judgment and avoid the use of intimidation or coercion.
• Represent the company's values with integrity and a strong work ethic.

Ad-Hoc Duties

• Perform additional tasks as required by the company.

REQUIREMENTS:
Education, Certifications & Experience

• A valid driver's license is essential for travel to customer premises.
• Proven background in security, law enforcement, debt collection, or asset recovery.
• Prior experience working for an ISP company is beneficial.

Additional Requirements

• Certification in security, asset recovery, or related field is beneficial.

Skills & Competencies

• Computer literate with a good understanding of basic networking equipment.
• Strong verbal communication skills, including the ability to engage with clients respectfully and assertively both in person and over the phone.
• Confident in making and receiving calls, handling difficult conversations calmly, and arranging collections with clarity and professionalism.
• Ability to de-escalate tense situations and manage sensitive interactions without intimidation.
• Strong problem-solving skills with attention to detail.
• Strong work ethic and moral judgment.