Collections Agent

The purpose of this Collections Agent role is to adhere to all company policies and assist with training and mentoring of new team members by demonstrating best.

This is an on-site role in Durban, KwaZulu-Natal. Honesty, reliability, and common sense go a long way in this team. Expect a structured environment with clear processes and strong leadership. The role comes with opportunities to learn, upskill, and advance over time. Ready for your next opportunity? Submit your application today.

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

• Escalate unresolved or complex queries to the appropriate department or senior team member, providing full context for seamless handover.
• Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
• Make outbound calls to customers for sales, service follow-ups, satisfaction surveys, or payment collections as directed.
• Achieve daily and monthly KPIs related to call quality, average handling time, customer satisfaction scores, and sales conversion rates.
• Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information.
• Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.
• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.

• A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.
• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.
• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
• Strong timekeeping and attendance record, as shift reliability is critical to the smooth operation of the contact centre.
• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.