Collections Agent

The purpose of this Collections Agent role is to make outbound calls to customers and handle customer complaints with empathy.

The position is located in Umhlanga, KwaZulu-Natal. The company supports further study and professional development where relevant. Good humour and professionalism sit side by side here. We would love to see your CV if this role speaks to you.

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.
• Assist with training and mentoring of new team members by demonstrating best practices and providing peer support during onboarding.
• 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.
• Accurately capture all customer interaction details into the CRM system, ensuring case notes are comprehensive and updated in real time.

• The ability to work flexible shifts including evenings, weekends, and public holidays as required by campaign schedules.
• 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.
• 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.
• Basic computer literacy including proficiency in typing and ability to navigate CRM and telephony systems with ease.