CONTACT CENTRE & BUSINESS OUTSOURCING SUPPORT LEARNERSHIP
Company Overview: Nimble Group provides highly professional credit management services to many of the largest credit grantors in Southern Africa. Services for high volume consumer and corporate accounts, receivables management, customer service work, and collections early stage, arrear and overdue accounts are provided. Other services also include debt restructuring support and advisory services to financially stressed entities.
Qualification: National Certificate: Contact Centre NQF (SAQA ID 93997) Level 3, 124 credits.
Purpose and Objectives: This learnership provides an introduction to Contact Centre and / Business Process Outsourcing operations. The qualification will equip learners with the knowledge and skills required to excel in a contact centre environment.
Location: Woodstock, Cape Town
KEY PERFORMANCE AREAS:
Learners will participate in 12 months of on-the-job training, inclusive of theoretical classroom style learning and practical learning in the working environment.
Under the management / direction of the Team Manager, the Outbound Collections Agent / Learner will have the following responsibilities (including but not limited to):
1. Collections and Productivity Management
a) Ensure that allocated collection target/s are achieved
b) Ensure that allocated productivity target/s are achieved
c) Use effective communication and negotiation to ensure successful commitments to pay (Promises to Pay)
d) Follow-up daily on progress of the PTP's and the respective statuses to optimise collections
e) Ensure full understanding of product/s working on
2. Quality Management
a) Understands, interprets and applies laws, rules, regulations, policies and/or procedures to collections process
b) Adhere to / utilize the collections call script/s
c) Ensure that all debtors information held on record is up to date and accurate Ensure that the accounts are properly maintained at all time on the collections system
d) Deals with people and/or debtors in a manner which shows empathy, tact, and professionalism
Learners will be required to;
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