Collections Agent

We are seeking a dependable and service-orientated Collections Agent to support smooth daily operations in Durban.

Longer term, there is a clear path for those who show commitment. Integrity, teamwork, and a customer-first mindset are at the core of how the team works. We would love to see your CV if this role speaks to you.

• Accurately capture all customer interaction details into the CRM system, ensuring case notes are comprehensive and updated in real time.
• 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.
• 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.
• Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.
• Identify opportunities to upsell or cross-sell products and services during interactions, contributing to campaign revenue targets.

• Strong timekeeping and attendance record, as shift reliability is critical to the smooth operation of the contact centre.
• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.
• 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.
• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.