Collections Agent

homechoice; Cape Town; On-site; ZAR 100,000 - 167,000; Full time

Job summary

homechoice is a leading South African homeware retailer. This role focuses on telephonically obtaining repayment outcomes from customers with outstanding debt to generate cash flows and rehabilitate distressed borrowers.

You will meet department targets, negotiate payments, and provide an exceptional customer experience while maintaining professional service standards.

Qualifications

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

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 as an ambassador at all times.

Skills

Negotiation skills

Verbal communication

Interpersonal skills

Conflict resolution

Problem solving

Attention to detail

CRM experience

Target-driven

Computer literacy

Education

Matric / Grade 12

Relevant tertiary studies advantageous

Tools

CRM software

Job description

homechoice is a leading South African homeware retailer. For over 40 years we’ve 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 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