Call Centre Agent (Senior Associate) - Collections

Wns; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

WNS, part of Capgemini, is seeking a Senior Associate in Collections based in Cape Town. You will engage with customers via calls and written communication to support effective collections and deliver positive outcomes, while maintaining quality and regulatory compliance.

Ideal candidates bring call centre experience, strong English communication, and the ability to manage multiple tasks under pressure, with a focus on debt recovery and customer care.

Qualifications

• Experience in a customer service or call centre role.
• Strong communication and listening skills.
• Ability to work under pressure and meet SLAs.
• Knowledge of billing queries and numerical skills.
• International client exposure is a plus.

Responsibilities

• Proactively engage with customers via telephone and written communication to support collections.
• Adhere to defined quality standards and timelines for accurate, efficient work.
• Resolve customer complaints professionally while complying with regulations.
• Collaborate with internal teams and stakeholders to support debt recovery.
• Record all interactions accurately and maintain up-to-date customer data.
• Handle both inbound and outbound calls with a solution-focused approach.
• Ensure service delivery is consistent and compliant with SLAs.

Skills

Customer service

Communication skills

English proficiency

Multitasking

Education

Grade 12 / Matric certificate

Job description

Call Centre Agent (Senior Associate) - Collections

• Full-time

WNS, part of Capgemini, is an Agentic AI-powered leader in intelligent operations and transformation, serving more than 700 clients across 10 industries, including Banking and Financial Services, Healthcare, Insurance, Shipping and Logistics, and Travel and Hospitality. We bring together deep domain excellence - WNS’ core differentiator - with AI-powered platforms and analytics to help businesses innovate, scale, adapt and build resilience in a world defined by disruption.Our purpose is clear: to enable lasting business value by designing intelligent, human-led solutions that deliver sustainable outcomes and a differentiated impact. With three global headquarters across four continents, operations in 13 countries, 65 delivery centers and more than 66,000 employees, WNS combines scale, expertise and execution to create meaningful, measurable impact.

Step into a vibrant, fast-paced role where every day brings something new and every conversation is an opportunity to make a difference.

Be right at the heart of the action, connecting with customers, understanding their situations, and helping them get back on track with confidence. You’ll turn tricky conversations into positive outcomes, proving that great service and great solutions go hand in hand.

As the go-to problem solver, you’ll handle inbound and outbound calls like a pro, combining empathy, energy, and sharp thinking to turn questions into clear plans and challenges into wins. If you love people, thrive under pressure and enjoy celebrating small victories every day, this role is calling your name.

What You’ll Be Doing:

• Proactively engage with customers via telephone and written communication to support effective collections and deliver positive outcomes.
• Work to clearly defined quality standards and timelines, ensuring all activities are completed accurately and efficiently.
• Take ownership of customer complaints, resolving concerns professionally while maintaining full compliance with regulatory and company requirements.
• Collaborate with internal teams and external stakeholders, building strong relationships to support successful debt recovery and customer solutions.
• Handle both customer and internal queries within agreed service level agreements (SLAs), helping to reduce outstanding balances and improve customer experience.
• Maintain accurate and up-to-date customer information across systems, identifying any gaps and proactively gathering the necessary details to progress accounts.
• Confidently manage outbound calls to customers, as well as inbound enquiries, delivering a consistent, solution-focused service.
• Ensure all customer interactions are recorded to the highest standard, supporting seamless service delivery and compliance.

What You Bring to the Role:

• A passion for excellent customer service and creating positive customer experiences.
• Strong communication skills, with the ability to actively listen, empathize, and respond effectively.
• Solid numerical and analytical abilities to confidently assist with billing-related queries.
• Exceptional multitasking skills, including efficient typing and system navigation to address customer needs in real-time.
• Previous customer service or call centre experience in a collections environment is a must.

If you thrive in a fast-paced environment and love helping people while solving meaningful problems, this role is the perfect fit.

What Makes the Role Exciting:

• Training and development support
• Exposure to international clients & systems
  • Grade 12 / Matric certificate
  • At least 1 year of experience in a contact centre environment, or 12 monthscustomer service experience (preferably within the insurance industry)
  • International contact centre experience will be advantageous
  • Strong command of written and spoken English is essential
  • Must have a clear credit and criminal record
    • Enjoy a dynamic schedule with rotational shifts from Monday to Sunday
    • Be part of a team that keeps things running, even on South African public holidays
    • Our operating sites are based in Century City, Observatory and Claremont