ZAF Customer Expert Collections

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive.

Responsibilities

• 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.
• 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 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

Requirements

• 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
• Able to demonstrate empathy and sympathy on the call with customer.
• Ability to be polite and compassionate without lacking confidence.