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

Education and Specific Training
Work 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

• 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