ZAF Customer Service Representative VF - Collections/Financial, Cape Town

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. Teleperformance is a Regulated Financial Company operating largely in the BFSI sector.

Teleperformance is a Regulated Financial Company operating largely in the BFSI sector. As such, it is a condition of numerous Service Level Agreements with many of our clients that Employees possess acceptable credit scores and that they have no criminal records throughout their employment tenure with our Company. For this reason, employment of any prospective job candidate is subject to the outcome of satisfactory references, credit&criminal checks. Shortlisted job applicants will thus be required to sign a consent form to undergo the aforementioned checks as part of our Recruitment process with our registered service provider.

Qualifications Education and Specific Training: 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 Customer service process

Superior oral and written communication, presentation, and interpersonal skills.– preferred

Responsibilities

Negotiation&persuasion skills with ability to connect with customers.

Understand different delinquency cycle(s) of (business to consumer/business to business) with products to collect from (if needed mention consumer or corporate products).

Effectively manage mid-range arrears customers, preventing accounts rolling through to write-off and working in line with the company’s contact strategy.

Provide advice, guidance, and options to customers who are in financial difficulty, which is affecting their ability to make the required repayments.

Support the Company Collections and Customer Growth by taking ownership and working alongside the customer during their financial circumstance.

Negotiate positive outcomes for customers while gaining a good understanding of their financial position and ability to repay.

Carry out additional duties, including providing support on ad hoc tasks and projects as required within the business.

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.

To respect and act according Teleperformance’s rules, regulations, and values.

Working in a finance-related field, but not actively working with money; a level of responsibility, trust, honesty and integrity are crucial.

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