Collections Agent

If you are a Collections Agent looking to grow your career, a leading BPO company in Gqeberha, Eastern Cape has a role for you. The ideal candidate is dependable, practical, and comfortable working to deadlines.

Career progression is actively supported for those who show initiative. A strong emphasis is placed on safety, quality, and doing things right the first time. We would love to see your CV if this role speaks to you.

• Adhere to all company policies, data protection regulations, and compliance requirements when handling sensitive customer information.
• Participate in ongoing training and coaching sessions to improve product knowledge, communication skills, and overall performance.
• 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.
• Answer inbound customer calls professionally within defined service level targets, addressing queries, complaints, and requests efficiently.
• Handle customer complaints with empathy and professionalism, following the company complaints procedure to achieve satisfactory resolution.
• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.

• A minimum of six months to one year of experience in a call centre or customer service environment handling calls.
• Fluency in English is essential; the ability to communicate in additional South African languages is highly desirable.
• Good numerical skills for sales or collections roles, with ability to calculate instalments and explain account balances.
• A resilient and positive attitude with ability to handle rejection and difficult customers without becoming demotivated.
• Basic computer literacy including proficiency in typing and ability to navigate CRM and telephony systems with ease.