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
QualificationsEducation and Specific TrainingWork Experience 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) (mention 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
Skills Required
- Matric or NQF Level 4 education
- 6–12 months of experience working with a collections process
- 6–12 months of experience working with a customer service process
- Superior oral and written communication, presentation, and interpersonal skills
- Negotiation and persuasion skills
- Ability to manage delinquent customer accounts and negotiate repayment outcomes
- Ability to work with multiple systems to access customer account information
- Ability to meet daily process and client-specific KPIs
- Ability to demonstrate empathy, compassion, politeness, and confidence
What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
