ZAF Customer Expert - 23112026

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

Overview

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Teleperformance Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business

Qualifications

Education and Specific TrainingWork Experience Matric or NQF Level 4 (preferred)

Minimum 6- 12 months of experience working with a collection process - preferred

Minimum 6- 12 months of experience working with a Customer service process Superior oral and written communication, presentation, and interpersonal skills. - preferred

Responsibilities

• Negotiation & persuasion skills with ability to connect with customers.
• Understand different delinquency cycle(s) of (business to consumer/business to business) (mention products to collect from) (if needed mention consumer or corporate products) .
• Effectively manage mid-range arrears customers, preventing accounts rolling through to write-off and working in line with the company's contact strategy.
• Provide advice, guidance, and options to customers who are in financial difficulty, which is affecting their ability to make the required repayments.
• Support the Company Collections and Customer Growth by taking ownership and working alongside the customer during their financial circumstance.
• Negotiate positive outcomes for customers while gaining a good understanding of their financial position and ability to repay.
• Carry out additional duties, including providing support on ad hoc tasks and projects as required within the business.
• Effective communicator as role will often require building rapport with consumer to understand the reason for debt delinquency.
• Follow and maintain compliance, quality assurance, and client-specific standards on all accounts handled.
• Able to work and navigate through multiple system to check and provide information related customer account.
• Meet key KPIs on day-to-day basis set up by the process based on client's requirement.
• Able to demonstrate empathy and sympathy on the call with customer.
• Ability to be polite and compassionate without lacking confidence.
• To respect and act according Teleperformance's rules, regulations, and values