Collections Agent - Utilities Contact Centre

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

Job summary

WNS in Cape Town seeks a high-performance, target-driven individual to speak with customers with outstanding balances and help them take right, sustainable actions to avoid debt. You will proactively contact customers and manage debt collection with a focus on quality and compliance.

Responsibilities include calling customers, handling queries, maintaining records, and applying effective negotiation to reduce debt while meeting SLAs.

Qualifications

• Matric qualification required.
• 6–12 months call centre experience, preferably in collections.
• Experience with international clients, especially US market.
• Fluent English (verbal and written) with a neutral accent.

Responsibilities

• Proactively contact customers by phone and in writing.
• Meet quality standards and deadlines.
• Develop and maintain specialist industry, business and system knowledge.
• Manage complaints and ensure compliance.
• Liaise with internal and external colleagues and customers.
• Demonstrate knowledge of debt collection techniques and strong negotiation and communication skills.
• Work with customers to reduce debt in a timely manner to meet targets and mitigate risk to the client.
• Maintain customer information on systems to required standards and keep accurate records.

Skills

Negotiation

Communication

Customer service

Attention to detail

Education

Matric

Job description

We are looking for high performance, target‑driven individuals with exceptional communication skills. The main purpose of the role will be to speak to customers that have an outstanding balance and help them get out of debt and prevent them falling back into debt by ensuring right and sustainable actions are in place.

Key Responsibilities

• Proactively contact customers both by telephone and in writing, including inbound and outbound calls, most of which will involve telephone dialing activity.
• Work to agreed quality standards and within agreed timescales.
• Develop and maintain specialist industry, business and system knowledge.
• Manage complaints and ensure compliance of these.
• Liaise with internal and external colleagues and customers.
• Demonstrate knowledge of debt collection techniques and strong negotiation and communication skills.
• Work with customers to reduce debt in a timely manner to meet agreed targets, addressing customer and internal queries within agreed SLA and mitigating risk to the client with appropriate escalation.
• Maintain customer information on systems to required standards, keep accurate records, identify gaps in customer records and proactively collect appropriate information.

Qualifications

• Matric.
• 6–12 months call centre experience with preference for those who have experience in collections.
• Preference for experience dealing with international clients, particularly the US Market.
• High proficiency in verbal and written English; a neutral accent is preferred as customers are businesses based in Canada.
• Customer orientation in an international and multicultural context; ability to discover what the customer wants and needs and act accordingly, balancing organisational costs and benefits.
• Focus on quality; set high quality standards for your work and strive for continuous improvement.