Job Description

Job Purpose

Contact Centre Agents are a pivotal resource in assisting clients to recover their debt. The agents contact customers to make payment arrangement plans and to escalate their queries. The agent's goal is to negotiate terms that will be effective in settling accounts in arrears. The contact methods include telephone calls, emails, and SMS's. All contact is guided by the client's debt collection and credit control policy.

Contact Centre Agents have access to records of transactions and are required to update and maintain databases of information. The agent will also be required to segment customer responses through a system for client escalation.

Key Responsibilities

Handle numerous inbound and outbound calls to customers and clients. Identify the needs of customers, resolve issues, and provide solutions. Ensure you follow the debt collection script provided by the company for uniformity. Also, be well-read on company policies and client's policies related matters. Maintain good customer relations. Meet personal targets and work towards meeting team targets. Maintain records of the conversations with the customer and analyses the data. Write and submit timely reports on performance, targets, and customer queries. Selecting an account and access status (debtor type, credit control status) Negotiate and ensure accounts payments and meet the collection target. Ensure that the debt collection activities are aligned to credit control and debt collection policy Referring accounts to the relevant departments (credit control, query, or trace division) Follow up on missed payments (Broken payment promises) and email the relevant documents to the clients. Working with the credit-control officers and field force to effect credit control policies.

Minimum Qualifications and experience

National Certificate, National Diploma and/or bachelor's degree in commerce, finance, economics, business management, operations management or related qualification. Exposure to debt collection, customer service, call centre, or related work experience will be an added advantage. Proficiency in business English and other South African official languages.

Behavioural Competencies

Proactive self-starter Solution and delivery focused Experimental and Innovative Communication Skills

Duration of Employment:

Performance-based Fixed Term Contract

Thank you for your application. If your qualifications align with our requirements, we will contact you soon to discuss the next steps. Please note that only shortlisted candidates will be contacted. If you do not hear from us within two weeks, consider your application unsuccessful.

Job Type: Full-time

Work Location: In person