ZAF Customer Service Representative VF - Collections/Financial

Teleperformance; Cape Town; On-site; ZAR 134,000 - 201,000; Full time

Job summary

Teleperformance in Cape Town is hiring for a collections and customer service role focused on responsible debt recovery and compliant customer interactions. The position requires 6–12 months in collections or customer service, Matric or NQF4 preferred, and strong negotiation, communication, and empathy to explain options and settlements.

You'll work within a regulated financial environment, upholding Teleperformance's rules, safeguarding data, and meeting client KPIs while delivering Simply

Qualifications

• Matric or NQF Level 4 qualification preferred.
• 6–12 months’ experience in a collections process.
• 6–12 months’ experience in customer service.
• Excellent oral and written communication, presentation and interpersonal skills.

Responsibilities

• Negotiate and persuade customers effectively.
• Understand delinquency cycles for B2C/B2B products.
• Manage mid-range arrears to prevent write-offs.
• Advise customers in financial difficulty on repayment options.
• Support collections and customer growth with ongoing engagement.
• Negotiate positive outcomes while assessing customers' finances.
• Assist with ad hoc tasks and projects as required.
• Build rapport with consumers to understand debt delinquency.
• Follow compliance, QA, and client standards on all accounts.
• Navigate multiple systems to access account information.
• Meet KPIs set by client requirements.
• Demonstrate empathy and compassion on calls.
• Be polite and confident, upholding Teleperformance values.

Skills

Negotiation

Communication

Interpersonal skills

Empathy

Customer service

Education

Matric or NQF Level 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. Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit & criminal checks. S shortlisted job applicants will thus be required to sign a consent form to undergo the afore-mentioned checks as part of our Recruitment process with our registered service provider.

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

• Working in a finance-related field, but not actively working with money, a level of responsibility, trust, honesty and integrity are crucial.