Collections Agent

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.

• 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.

• Matric.
• Clear criminal & credit record

• 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.

• 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.

THIS VACANCY IS OPENED TO DURBAN APPLICANTS ONLY