Collections Customer Service Advisors

2 weeks ago

Cape Town, South Africa Teleperformance Full time

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

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

Qualifications:
**Education and Specific Training**
- Matric or Equivalent - Required

**Work Expereince**
- Minimum 6- 12 months of experience working with a collection process - Essential
- Minimum 6- 12 months of experience working with a Sales process Superior oral and written communication, presentation, and interpersonal skills. - Essential
- Previous collections experience in a banking/insurance environment
- advantageous

**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).
- 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

**Competencies and specific Skills**
- Strong skills with a natural ability to motivate others towards the achievement of KPIs and targets.
- flexibility showing willingness to adjust to multiple demands and shifting priorities
- Is committed, enthusiastic, positive, resourceful and resilient.
- Attention to detail
- Adherence to deadlines
- Team Player
- Reliability
- Initiative
- Assertive / confident
- Flexible
- Highly energetic and enthusiastic
- Dedicated
- Adaptive
- Quality Orientated
- Assertiveness

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