We are a people orientated business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success. Role Objectives: Answering or making calls to clients to learn about and address their needs, complaints, outstanding debts or other issues with products or services. Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued. Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed. Building lasting relationships with clients and other call center team members based on trust and reliability. Utilising software, databases, scripts, and tools appropriately. Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service. Contacting debtors by telephone/digital platforms to enact and negotiate debt recovery. Preventing repeated payment delinquency by negotiating manageable debt payments. Negotiating settlements to receive payment on a certain percentage of the debt. Recording all communications, payment plans agreed to, and amounts paid on CRM. Initiating legal and repossession proceedings if debt recovery fails. Required Qualifications: Matric. Clear criminal & credit record Required Experience: Minimum of 1 years’ experience in Collections, Energy, Previous debt collection / energy experience will be advantageous. Strong Collections service experience. Ability to resolve conflict and diffuse tension. Exceptional telephone manner, customer service skills, active listening skills, verbal, and written communication skills. Role Knowledge and Skills Required: Collections agents are customer-facing representatives of their agencies. Negotiation – working with customers to resolve their debts, whether through a payment plan or a lump-sum settlement amount, is a vital part of the collections agent’s role. Persuasion – in addition to negotiation skills, collections agents should be persuasive in explaining why it’s in a customer’s best interest to pay off a particular debt. Patience and diligence – often, collections agents need to be patient and diligent, especially when it comes to tracking down the individuals responsible for paying off a debt as customers may avoid calls from collections agents or quickly hang up. IMPORTANT NOTICE: THIS VACANCY IS OPENED TO DURBAN APPLICANTS ONLY
We are a people orientated business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.
Role Objectives:
Required Qualifications:
Required Experience:
Role Knowledge and Skills Required:
IMPORTANT NOTICE:
THIS VACANCY IS OPENED TO DURBAN APPLICANTS ONLY
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