Inbound Customer Care Consultant

**Reporting to**: Customer Care Team Manager

**Location**: Woodstock, Cape Town

**Key Performance Areas**

Under the management / direction of the Team Manager, the **Customer Care Consultant** will have the following responsibilities (including but not limited to):

- Demonstrates an understanding of, and adherence to the daily, weekly and monthly incoming correspondence targets.
- Demonstrates an understanding of, and adherence to daily, weekly and monthly productivity targets and applies these to the daily collections process
- Demonstrates an understanding of, and adherence to daily, weekly and monthly conversion rate targets and applies these to the daily collections process
- Demonstrates an accurate understanding of the collection system/s and can navigate it successfully
- Demonstrates an accurate understanding, and adherence, to ensuring that quality conversations are had with each customer.
- Demonstrates an accurate understanding, and adherence, to the collections call script, including specific phrases relating to the Inbound Customer Care department.
- National Credit Act
- Debt Collections Act
- Company policies and procedures
- IT policies and procedures
- Practice sound data ethics: ensure that all system requirements are adhered to and that special attention is paid to the quality of information obtained and captured
- Demonstrates an accurate understanding, and adherence to the One-Touch resolution charter.
- Demonstrates an accurate understanding, and adherence to the TCF principles:
**Requirements**:

- A minimum of 6 months' Inbound Customer Care within an outbound debt collections environment / outbound sales environment / outbound customer service environment. OR A minimum of 1 years face to face customer services experience
- Strong communication and negotiation skills
- Computer literate
- Understanding / working knowledge of a collections system is advantageous

**Skills/Knowledge/Attributes**
- Target driven
- High level of integrity
- Strong work ethic
- Self-motivated
- Able to work under pressure
- Reliable
- Time management
- Able to work in a team
- High level of confidentiality
- Strong people orientation

**Remuneration Structure**:

- Basic salary + incentive earnings based on performance
- Benefits at the full cost to the Employer;
- Funeral Cover (at the full cost of the employer)
- Life Cover (at the full cost of the Employer)
- Disability Cover (at the full cost of the Employer)
- Medical Cover (at the full cost of the employer, after successful completion of the probation period)
- Subsidized School fees towards your child schooling at Nimble Peak Child EduCare (ages: 3 months - 5 years)

**Working Hours**:

- You will be required to work a maximum of 45 hours per week;
- Monday - Friday: You will be required to work a maximum of 9 hours per day (in the week that you do not work a Saturday) and a maximum of 8 hours per day (in the week that you are working a Saturday) shifted between the times of 07:00 and 20:30 as agreed by management.
- Saturday: You will be required to work a maximum of 6 hours per day on a maximum of 2 Saturdays per month shifted between the times of 08:00 and 14:00 as agreed by management.
- ** This appointment will be made in line with the Nimble Group Employment Equity plan.