ZAF Customer Expert - Insurance 09112026

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

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 on Teleperformance’s rules, regulations, and values