Customer Service & Collections Specialist

Tp-8f723eaf; Cape Town; On-site; ZAR 134,000 - 201,000; Full time

Job summary

Teleperformance in Cape Town is seeking a contact center agent to collect delinquent amounts by phone on outbound and inbound calls. You will engage customers, explain options, and aim to recover balances while upholding company standards.

The role requires strong communication, empathy, and compliance with local credit laws. You will navigate multiple systems, meet KPIs, and build rapport with customers to resolve disputes and maintain a professional brand.

Qualifications

• Matric or NQF Level 4 (preferred).
• Minimum 6–12 months of experience in collection processes (preferred).
• Minimum 6–12 months of experience in sales processes; strong oral and written communication, presentation, and interpersonal skills (preferred).

Responsibilities

• Collect delinquent amounts from customers over the phone on outbound/inbound calls.
• Negotiate and persuade customers to settle balances.
• Understand delinquency cycles for B2C/B2B accounts and identify products to collect.
• Follow local laws set by credit and collection agencies.
• Demonstrate skip tracing techniques per client policies.
• Build rapport with customers to understand reasons for delinquency and respond empathetically.
• Maintain compliance with QA standards and client-specific guidelines.
• Navigate multiple systems to retrieve customer account information.
• Meet day-to-day KPIs as defined by the process and client requirements.
• Handle objections with politeness, empathy, and confidence.
• Respect Teleperformance rules, regulations, and values.

Skills

Negotiation

Communication

Empathy

Interpersonal skills

Education

Matric or NQF Level 4 (preferred)

Tools

CRM systems

Job description

Teleperformance in Cape Town is seeking a contact center agent to collect delinquent amounts by phone on outbound and inbound calls. You will engage customers, explain options, and aim to recover balances while upholding company standards.

The role requires strong communication, empathy, and compliance with local credit laws. You will navigate multiple systems, meet KPIs, and build rapport with customers to resolve disputes and maintain a professional brand.