Customer Experience & Collections Specialist

Teleperformance; Cape Town; On-site; ZAR 89,000 - 156,000; Full time

Job summary

Teleperformance South Africa in Cape Town is seeking a professional Collections/Customer Service Agent to handle customer contact with empathy and compliance. You will negotiate payment plans, advise customers in financial difficulty, and work toward favorable outcomes while meeting KPI targets.

The role requires Matric/NQF4 and 6–12 months collections or customer service experience, good communication, and the ability to navigate multiple systems.

Qualifications

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

Responsibilities

• Negotiate and persuade customers to agree on payment plans.
• Understand delinquency cycles for B2C/B2B accounts.
• Manage mid-range arrears to prevent write-offs in line with the client’s strategy.
• Provide guidance to customers in financial difficulty to facilitate repayments.
• Collaborate with the company collections and customer growth teams as needed.
• Demonstrate empathy and maintain a polite, confident tone on calls.
• Follow compliance, quality assurance, and client standards on all accounts.
• Navigate multiple systems to access customer information and update records.
• Meet KPIs set by the process and client requirements.

Skills

Negotiation

Persuasion

Customer service

Communication

Interpersonal skills

Empathy

Compliance awareness

Education

Matric/NQF4

Tools

CRM systems

Job description

Teleperformance South Africa in Cape Town is seeking a professional Collections/Customer Service Agent to handle customer contact with empathy and compliance. You will negotiate payment plans, advise customers in financial difficulty, and work toward favorable outcomes while meeting KPI targets.

The role requires Matric/NQF4 and 6–12 months collections or customer service experience, good communication, and the ability to navigate multiple systems.