Senior Collections Call Centre Agent

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

Job summary

WNS, part of Capgemini, is seeking a Senior Associate in Collections based in Cape Town. You will engage with customers via calls and written communication to support effective collections and deliver positive outcomes, while maintaining quality and regulatory compliance.

Ideal candidates bring call centre experience, strong English communication, and the ability to manage multiple tasks under pressure, with a focus on debt recovery and customer care.

Qualifications

• Experience in a customer service or call centre role.
• Strong communication and listening skills.
• Ability to work under pressure and meet SLAs.
• Knowledge of billing queries and numerical skills.
• International client exposure is a plus.

Responsibilities

• Proactively engage with customers via telephone and written communication to support collections.
• Adhere to defined quality standards and timelines for accurate, efficient work.
• Resolve customer complaints professionally while complying with regulations.
• Collaborate with internal teams and stakeholders to support debt recovery.
• Record all interactions accurately and maintain up-to-date customer data.
• Handle both inbound and outbound calls with a solution-focused approach.
• Ensure service delivery is consistent and compliant with SLAs.

Skills

Customer service

Communication skills

English proficiency

Multitasking

Education

Grade 12 / Matric certificate

Job description

WNS, part of Capgemini, is seeking a Senior Associate in Collections based in Cape Town. You will engage with customers via calls and written communication to support effective collections and deliver positive outcomes, while maintaining quality and regulatory compliance.

Ideal candidates bring call centre experience, strong English communication, and the ability to manage multiple tasks under pressure, with a focus on debt recovery and customer care.