Permanent Collection agent – Pepkor Vacancies
Job Description
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Pepkor Vacancies – Collection agent
Collection Agent – Pepkor Vacancies
About the Role
Pepkor Vacancies is seeking a results-driven Collection Agent to manage customer accounts and recover outstanding payments. This role focuses on engaging with customers, negotiating payment solutions, and ensuring collections targets are achieved while maintaining excellent customer service standards.
Job Purpose
The primary responsibility of the Collection Agent is to contact customers with overdue accounts via telephone, establish suitable repayment arrangements, and contribute to achieving overall business objectives.
Key Responsibilities
Call Handling & Collections Management
- Manage inbound and outbound calls in line with service level agreements and legal requirements
- Trace and engage customers who are difficult to contact
- Achieve daily and monthly collections targets
- Handle work queues effectively to maximize productivity
Payment Negotiation
- Negotiate payment arrangements using approved scripts within dialer timeframes
- Inform customers of their account status and arrears
- Establish realistic and compliant repayment plans
- Educate customers on maintaining a positive payment profile
- Prevent further account delinquency and reduce outstanding balances
Customer Service Excellence
- Address customer queries related to products, accounts, and legislation
- Deliver a professional, courteous, and efficient service at all times
- Ensure high levels of customer satisfaction
- Process customer requests and account updates promptly
- Complete all administrative tasks related to account management
Compliance & Adherence
- Follow assigned work schedules, including breaks and shift times
- Comply with company policies and procedures, including absence management and conduct guidelines
Minimum Requirements
Experience
- At least 18 months of collections experience within a call centre environment
Qualifications
- Grade 12 or equivalent
Skills and Competencies
- Proficiency in debtor and account management systems
- Strong verbal and written communication skills
- Excellent negotiation and problem-solving abilities
- Solid understanding of retail credit and account management
- Ability to perform in a fast-paced, target-driven environment
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