Job Purpose:

To achieve excellent standards of customer service and satisfaction through effective personal customer relations skills. Lead, coach, and motivate a team of Contact Centre agents to deliver departmental KPI’s, targets and objectives.

Job Outputs: 

• Design, implement and manage the query and dispute resolution processes.
• Evaluates and manages queries or disputes that require a more senior evaluation.
• Reports on agent, workforce, and quality performance
• Managing the agents and workforce requirements
• Training agents where required.
• Setting process and quality standards
• Evaluating service delivery against these standards
• Engaging with other business units where necessary to assist with great service delivery.

 Qualifications:

• Grade 12 with Mathematics and Accounting
• Call Centre qualification is an advantage.
• Credit Management or Debt Collection qualification is an advantage.

Experience:

• 3 years’ Operational Retention in Financing/Banking environment
• 3 years’ Operational Service & administrative support
• 2 Years Operational contact centre enviroment

Knowledge and Skills:

• Listening skills
• Communication skills
• Multi-lingual including English
• Excellent communication skills
• Assertiveness and negotiation skills
• Code 8 drivers’ license
• Computer literate (MS office & Excel)
• Sound knowledge of the applicable debt collection and legal proceed.