Collections Agent

Hands-on from day one, the Collections Agent will answer inbound customer calls professionally within defined service level targets, assist with training and mentoring of new team members by demonstrating best and participate in ongoing training and coaching sessions to improve product knowledge for a contact centre in Bellville, Western Cape.

A safety-first, quality-driven approach underpins everything the team does. You will join a close-knit team that values reliability and mutual respect. Ready for your next opportunity? Submit your application today.

• Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.
• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.
• Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.
• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.
• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
• Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information.

• Basic computer literacy including proficiency in typing and ability to navigate CRM and telephony systems with ease.
• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.
• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.