ZAF Monzo GQ Collections 02112026

Teleperformance; Gqeberha; Sur place; ZAR 240 000 - 320 000; Plein temps

Résumé du poste

Teleperformance is seeking a customer service professional in an on-site role in South Africa. The agent will handle calls and emails from business customers, ensure compliance with DPA, and promote accurate processing of payments, account changes, and inquiries.

Experience in call centres and customer service, with preference for familiarity in FCA-regulated environments or banking/insurance sectors, will be advantageous. The role emphasizes accuracy, compliance, and high-quality service.

Qualifications

• Minimum 6–12 months call centre/telephone sales experience.
• Maintain campaign performance, quality, regulatory and compliance standards.
• Experience in a FCA regulated environment – Advantageous.
• Experience in banking/insurance financial industries – Advantageous.

Responsabilités

• Handle incoming phone calls and emails from existing and potential business customers on queries.
• Ensure adherence to DPA requirements within the CS environment.
• Provide accurate account information and process payments, account activations, and closures as needed.
• Submit disputes and fraud-related requests to the appropriate teams.
• Provide technical support for online enquiries and data updates.

Connaissances

Call centre experience

Customer service

Regulatory compliance

Formation

Matric/Equivalent

Description du poste

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 Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business. To handle day to day customer requests received via different channels of communication and as per Client guidelines.

Qualifications

Education and Specific TrainingWork Experience Matric/ Equivalent

Minimum of 6 months -12 months call Centre/ telephone sales experience

Maintain campaign performance, quality, regulatory and compliance standards

Experience in a FCA regulated environment – Advantageous

Experience in banking/Insurance Financial industries- Advantageous

Responsibilities

Handle incoming phone calls and emails from existing and potential business customers on queries relating but not limited to:

Ensuring adherence to the DPA requirements within the CS environment

Complaint handling skills ensuring appropriate solutions are offered

Processing customer payments

Providing transactional data both recent and historically

Processing replacement card requests

Submitting Lost and Stolen requests including the immediate blocking of an account and updating the customer records with accurate information to ensure Fraud risk is minimal.

Updating customer records on request ensuring accounts are updated accurately

Processing cash advance requests

Activating accounts and adhering to all activation scripting to ensure accounts are opened accurately

Closing customer accounts on request

Providing interest calculation advice on request

Providing correct and accurate advice in relation to accounts which are in a collections state and where necessary adding a promise to pay

Processing credit balance refunds on request

Setting up Direct Debits

Raising disputes through to the fraud department as per the agreed processes

Providing technical support for all online enquiries including the re-setting of accounts.

Submitting account blocks as and when required and ensuring adherence to company guidelines.

Processing Inbound applications and ensuring accurate data entry of customer details into the Transact systems

Ensuring appropriate letters are issued to customers based on their requests

Support the location of missing payments and raising through to the relevant areas to ensure customers’ accounts are processed accurately

Submitting pin requests

Ensuring all reasonable adjustment requests are processed and accurately recorded

Processing additional cardholder and authorized user requests

Adhering to all compliance scripting Correspondence Responsibilities

Processing as above all customer written requests adhering to all compliance and DPA requirements

Using Econsumer to amend date of birth mis-matches and following strict procedural guidance.

Batch and record all volumes of customer correspondence

Processing credit limit reductions and rejections

Support the archiving process of correspondence

Ensuring copy statements are ordered and appropriately charged to the customer’s account Additional Responsibilities:

As part of your continuous development you will be given the opportunity to be a buddy to new starters and champion new initiatives within the department. You will also be required to support business requirements and where necessary provide support to other areas of the business