Collections Agent

homechoice; Cape Town; On-site; ZAR 167,000 - 268,000; Full time

Job summary

homechoice is a leading South African homeware retailer seeking a focused debt-collection agent to telephonically obtain reasonable repayment outcomes from customers with outstanding debt. You will aim to generate cash flows, minimise bad debts and rehabilitate distressed borrowers while delivering an exceptional customer experience.

The role emphasizes meeting performance targets, maintaining quality, and acting as a professional ambassador in all interactions with customers and internal teams.

Qualifications

• Matric/Grade 12 is essential.
• Relevant tertiary studies would be advantageous.
• Experience in collections, call center or related financial services is advantageous.

Responsibilities

• Meet department objectives by achieving performance metrics (targets) set and collecting as per department standard
• Meet operational and quality efficiencies
• Rehabilitate and educate customers with regards to their payment profile
• Provide an exceptional customer experience
• Negotiate payments from customers following the call script, within dialler time
• Ensure a professional, polite and efficient service is offered by acting as an ambassador at all times both internally and externally

Skills

Negotiation skills

Verbal communication

Interpersonal skills

Conflict resolution

Problem solving

Attention to detail

Record keeping

CRM experience

Computer literacy

Target driven

Education

Matric / Grade 12

Tertiary studies advantageous

Tools

Customer management systems

Job description

homechoice is a leading South African homeware retailer. For over 40 years we have helped our customers create beautiful homes they love with an innovative range of quality products they can afford.

This role will be ideal for a candidate who will be responsible for telephonically obtaining a reasonable repayment outcome from customers who have outstanding debt with the Company in order to generate cash flows, minimise bad debts and ensuring rehabilitation for distressed borrowers.

What You Will Love Doing In This Role

• Meet department objectives by achieving performance metrics (targets) set and collecting as per department standard
• Meet operational and quality efficiencies
• Rehabilitate and educate customers with regards to their payment profile
• Provide an exceptional customer experience
• Negotiate payments from customers following the call script, within dialler time
• Ensure a professional, polite and efficient service is offered by acting as an ambassador at all times both internally and externally

What You'll Need To Do This Role

• Meet department objectives by achieving performance metrics (targets) set and collecting as per department standard
• Meet operational and quality efficiencies
• Rehabilitate and educate customers with regards to their payment profile
• Provide an exceptional customer experience
• Negotiate payments from customers following the call script, within dialler time
• Ensure a professional, polite and efficient service is offered by acting as an ambassador at all times both internally and externally

What You'll Need To Do This Role

• Matric / Grade 12 is essential.
• Relevant tertiary studies would be advantageous.
• Previous collections, call center, customer service, credit control, retail, or financial services experience would be advantageous.
• Strong negotiation and influencing skills.
• Excellent verbal communication and interpersonal skills.
• Ability to manage difficult conversations professionally and constructively.
• Computer literacy and experience working with customer management systems.
• Ability to work in a target-driven and performance-focused environment.
• Strong attention to detail and accurate record-keeping skills.
• Good problem-solving and conflict-resolution abilities.

Behaviors we love

• Wow my customer
• Walk in my customers' shoes
• Deliver on my promises
• Deliver insight-led solutions my customers need
• Treat the business asmy own
• Take accountability
• Be curious, creative & explore opportunities
• Do it right & at the right time
• Play as a team
• Be helpful
• Be inclusive
• Find the fun