Collections Agent
Key Responsibilities:
- Proactively contact customers via telephone and in writing in order to drive collections
- Work to agreed quality standards and agreed timescales
- Responsible for managing complaints and ensuring compliance
- Liaise with internal and external colleagues throughout the business and externally with customers
- Dealing with customer queries and internal queries within agreed SLAs to reduce customer debt
- Maintain customer related information on systems to the required standards to progress work, maintain accurate records, identify gaps in customer records and proactively collect information
- Outbound calls to customers
- Maintain customer information on system
- Inbound call handling
Qualifications
- Grade 12 / Matric
- 12 months collection experience in a collections call center environment essential
- International customer experience essential
Additional Information
- Computer literate
- Excellent verbal and written English communication skills
- Good negotiation skills
- Decision making, and analytical skills
- A high-level of understanding, patience and empathy to navigate difficult customer conversations with professionalism under pressure
- Team player with a disposition to learn
- Objection handling ability