Collections Agent

We are looking for an experienced Collections Agent to join our team in Cape Town, Western Cape. This role offers genuine variety and the chance to take ownership from day one.

This is a stable position with long-term prospects for committed candidates. Expect a structured environment with clear processes and strong leadership. Qualified candidates are encouraged to get their applications in early.

Comprehensive product and systems training is provided before going live on the floor.

• Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.
• Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information.
• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
• Handle customer complaints with empathy and professionalism, following the company complaints procedure to achieve satisfactory resolution.
• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.

• A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.
• Strong timekeeping and attendance record, as shift reliability is critical to the smooth operation of the contact centre.
• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
• Clear and articulate telephone voice with excellent listening skills and ability to convey information accurately and concisely.
• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
• A Grade 12 certificate is the minimum requirement; a post-matric qualification in customer service or sales is advantageous.