Customer Experience & Collections Specialist

Tp-8f723eaf; Cape Town; On-site; ZAR 123,000 - 190,000; Full time

Job summary

Teleperformance in Cape Town seeks a collections-focused agent to deliver Simply Brilliant customer service. You will handle delinquency calls with empathy, negotiate outcomes, and comply with client guidelines to drive revenue while protecting customer dignity.

The role requires 6–12 months in collections or customer service, strong communication skills, and the ability to navigate multiple systems to access account information. A client-centric attitude and adherence to standards are essential.

Qualifications

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

Responsibilities

• Negotiation & persuasion skills with ability to connect with customers.
• Understand different delinquency cycles of B2C/B2B, and identify products to collect if needed.
• Effectively manage mid-range arrears customers, preventing accounts from rolling to write-off and following client strategy.
• Provide guidance to customers in financial difficulty to assist repayments.
• Support Collections and Customer Growth by partnering with customers during their financial circumstances.
• Negotiate positive outcomes while understanding customers’ financial positions.
• Carry out ad hoc tasks and projects as required within the business.
• Build rapport with customers to understand the reason for debt delinquency.
• Follow and maintain compliance, quality assurance, and client standards on all accounts.
• Navigate multiple systems to check and provide information on customer accounts.
• Meet key KPIs set by the process and client requirements.
• Demonstrate empathy on calls while remaining professional.
• Be polite and compassionate with customers while maintaining confidence.
• Adhere to Teleperformance rules, regulations, and values.

Skills

Negotiation

Communication skills

Customer service

Debt collections

Education

Matric or NQF 4

Job description

Teleperformance in Cape Town seeks a collections-focused agent to deliver Simply Brilliant customer service. You will handle delinquency calls with empathy, negotiate outcomes, and comply with client guidelines to drive revenue while protecting customer dignity.

The role requires 6–12 months in collections or customer service, strong communication skills, and the ability to navigate multiple systems to access account information. A client-centric attitude and adherence to standards are essential.