ZAF Zopa Customer Service

Tp-8f723eaf; Cape Town; Presencial; ZAR 134 000 - 201 000; Tempo integral

Resumo da oferta

Teleperformance in Cape Town is seeking a contact center agent to collect delinquent amounts by phone on outbound and inbound calls. You will engage customers, explain options, and aim to recover balances while upholding company standards.

The role requires strong communication, empathy, and compliance with local credit laws. You will navigate multiple systems, meet KPIs, and build rapport with customers to resolve disputes and maintain a professional brand.

Qualificações

• Matric or NQF Level 4 (preferred).
• Minimum 6–12 months of experience in collection processes (preferred).
• Minimum 6–12 months of experience in sales processes; strong oral and written communication, presentation, and interpersonal skills (preferred).

Responsabilidades

• Collect delinquent amounts from customers over the phone on outbound/inbound calls.
• Negotiate and persuade customers to settle balances.
• Understand delinquency cycles for B2C/B2B accounts and identify products to collect.
• Follow local laws set by credit and collection agencies.
• Demonstrate skip tracing techniques per client policies.
• Build rapport with customers to understand reasons for delinquency and respond empathetically.
• Maintain compliance with QA standards and client-specific guidelines.
• Navigate multiple systems to retrieve customer account information.
• Meet day-to-day KPIs as defined by the process and client requirements.
• Handle objections with politeness, empathy, and confidence.
• Respect Teleperformance rules, regulations, and values.

Conhecimentos

Negotiation

Communication

Empathy

Interpersonal skills

Formação académica

Matric or NQF Level 4 (preferred)

Ferramentas

CRM systems

Descrição da oferta de emprego

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

• 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 Sales process Superior oral and written communication, presentation, and interpersonal skills. - preferred

Responsibilities

Collect the delinquent / outstanding amount from the consumer over the phone on Outbound / Inbound calls.

• 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) .

• Able to follow local laws set up by different credit and collection governing agencies.

• Demonstrate effective skip tracing techniques through programs and policies implemented by Client
• 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.

• Able to handle customers objections such as but not limited to disputes, bill charges, statements, etc..

• To respect and act according Teleperformance's rules, regulations, and values