Collections Agent - Nutun

We are a people orientated business that provides outsourced contact centre solutions and specialises in customer life cycle management. Our people are our most important asset. We create a culture of empowerment and accountability with a focus on skills, talent, and career development for all our people within the business. Our highly engaged environment displays our passion to create a great place for our people to work and it is teamwork that drives our success.
Required Qualifications:

• Matric.
• Clear crim/credit

Required Experience:

• Minimum of 1 years experience in collections, energy, sales, customer service, Telemarketing.
• Previous debt collection / energy experience will be advantageous.
• Strong customer service experience.
• Ability to resolve conflict and diffuse tension.
• Exceptional telephone manner, customer service skills, active listening skills, verbal, and written communication skills.

Role Knowledge and Skills Required:

• Customer service collections agents are customer-facing representatives of their agencies.
• Negotiation working with customers to resolve their debts, whether through a payment plan or a lump-sum settlement amount, is a vital part of the collections agents role.
• Persuasion in addition to negotiation skills, collections agents should be persuasive in explaining why its in a customers best interest to pay off a particular debt.
• Patience and diligence often, collections agents need to be patient and diligent, especially when it comes to tracking down the individuals responsible for paying off a debt as customers may avoid calls from collections agents or quickly hang up.

Role Objectives:

• Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
• Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
• Building lasting relationships with clients and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Contacting debtors by telephone/digital platforms to enact and negotiate debt recovery.
• Preventing repeated payment delinquency by negotiating manageable debt payments.
• Negotiating settlements to receive payment on a certain percentage of the debt.
• Recording all communications, payment plans agreed to, and amounts paid on CRM.
• Initiating legal and repossession proceedings if debt recovery fails.

IMPORTANT NOTICE:
THIS VACANCY IS OPENED TO DURBAN APPLICANTS ONLY
We endeavour to provide feedback to all candidates whenever possible, however, if you do not hear from us within 14 days from the closing date, please consider your application unsuccessful. All positions will be filled in accordance with our Group Employment Equity plan.

Durban

Published Date: 17 July 2025
Closing Date: 25 July 2025