· Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards.
· Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes.
· Negotiate payment and repayment plans, assessing customers' needs and financial circumstances, whilst addressing missed payments or arrears.
· Signposting customers effectively for external debt advice where necessary, explaining clearly the benefits these firms might be able to provide and how customers might go about contacting them.
· Experience making outbound calls or handling calls for UK clients
· Proficient level of written and spoken English
· Active listening skills
· Assertive, empathetic, professional & courteous
· Ability to empathize with the customer
· Prioritizing customer needs
· Good problem solving, reasoning and analytical skills
· Negotiation and influencing skills
· Computer Literacy (MS Office, Excel, Social Media, Online, Navigation)
· Good articulation of the English language (Spoken and Written)
· SA Citizen
· Grade 12 (Mandatory)
"In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/aligned our EE targets"