Collections & Customer Experience Specialist

Teleperformance; Cape Town; On-site; ZAR 89,000 - 134,000; Full time

Job summary

Teleperformance in Cape Town seeks a Customer Collections Associate to handle delinquent accounts with empathy and professionalism. You will engage customers, explain options, and work within client guidelines to achieve timely repayments.

Requirements include matric or NQF Level 4 and 6–12 months in collections or customer service. Excellent verbal and written communication is essential for success in this role.

Qualifications

• Matric or NQF Level 4 qualification.
• 6–12 months collections experience preferred.
• 6–12 months customer service experience preferred.
• Superior oral and written communication, presentation, and interpersonal skills.

Responsibilities

• Negotiate and persuade customers to settle delinquent accounts.
• Understand delinquency cycles for B2C and B2B, and identify products to collect.
• Manage mid-range arrears to prevent write-offs per client strategy.
• Provide guidance to customers in financial difficulty to enable repayments.
• Support collections and customer growth by working with customers in financial hardship.
• Negotiate positive outcomes while assessing customers' ability to pay.
• Carry out ad hoc tasks and projects while maintaining compliance and quality standards.
• Build rapport on calls to understand reasons for debt delinquency.
• Follow client-specific standards and navigate multiple systems for information.
• Meet daily KPIs set by the process and client requirements.
• Demonstrate empathy and compassion while remaining confident.
• Respect Teleperformance rules, regulations, and values.

Skills

Debt collection

Customer service

Communication skills

Education

Matric or NQF Level 4

Job description

Teleperformance in Cape Town seeks a Customer Collections Associate to handle delinquent accounts with empathy and professionalism. You will engage customers, explain options, and work within client guidelines to achieve timely repayments.

Requirements include matric or NQF Level 4 and 6–12 months in collections or customer service. Excellent verbal and written communication is essential for success in this role.