We are looking for a collections agent to deliver effective solutions for customers, to enable collections and minimise bad-debt write-offs for our UK-based client Claremont site.
Job responsibilities:
- Query handling (Inbound, Outbound & Back-office).
- Investigating and responding to a defined range of customer queries or enquiries, to deliver appropriate, accepted resolutions for customers.
- Receiving and responding to queries on low to above average risk accounts and resolving issues for customers to enable settlements of accounts.
- Liaising with internal/ external parties to resolve customer queries.
- Analysing and interpreting data on the available systems to resolve customer queries and enable collections.
Job requirements:
- Customer-focused and results-orientated individual.
- Sound problem-solving and interpersonal skills.
- Sound verbal and written communication skills.
- Excellent interpersonal skills.
- An admirable work ethic.
- Effective emotional intelligence (EQ).
- Able to learn and master new information and multiple processes quickly.
- Effectively share knowledge and expertise with customers.
- Analyse and interpret information.
- Solve problems.
- Positively influence others.
- Work the following hours: 09h30 to 18h30 in Winter and 10h30 to 19h30 in Summer.
- Work on Saturdays/Public Holidays, should this be required in the future.
- Be a team player and to work in an open-plan environment.
- Work under pressure to meet targets and performance KPIs.
- A Matric certificate or equivalent qualification.
- Above-average proficiency in English is an essential requirement, as this is a UK-based client.
- A minimum of 6 months working experience in dual-focus (back-office & voice) Agent/Associate role, within an inbound/outbound contact centre environment, in collections is preferred Proficiency in the following Microsoft packages (Word, Excel & Outlook).
