ZAF Customer Expert - 23112026

TP; Cape Town; Vor Ort; ZAR 134.000 - 201.000; Vollzeit

Zusammenfassung

Teleperformance in Cape Town is seeking a customer collections specialist to handle delinquent accounts with empathy and professionalism. You will engage customers, explain options, and work toward positive repayment outcomes while meeting strict client standards.

The role requires 6–12 months in collections or customer service, strong communication skills, and the ability to navigate multiple systems. This is a full-time, on-site position in South Africa’s Western Cape region.

Qualifikationen

• 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.

Aufgaben

• Negotiation & persuasion skills with ability to connect with customers.
• Understand different delinquency cycles (B2C/B2B) and products to collect from.
• Effectively manage mid-range arrears customers, preventing accounts rolling to write-off.
• Provide advice, guidance, and options to customers in financial difficulty affecting repayments.
• Support Collections and Customer Growth by taking ownership and working with customers.
• Negotiate positive outcomes while understanding customers’ financial position and ability to repay.
• Carry out ad hoc tasks and projects as required within the business.
• Build rapport with consumers to understand debt delinquency reasons.
• Follow and maintain compliance, QA, and client-specific standards on all accounts.
• Navigate multiple systems to check and provide information on customer accounts.
• Meet KPIs set by the process for the client’s requirements.
• Demonstrate empathy and sympathy on calls with customers.
• Be polite and compassionate with confidence.
• Respect Teleperformance’s rules, regulations, and values.

Kenntnisse

Oral communication

Written communication

Interpersonal skills

Presentation

Ausbildung

Matric / NQF Level 4

Jobbeschreibung

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