Call Center Agent - Collections - Century City, South Africa

Company Description

WNS Global Services Inc. (NYSE : WNS) is a global Business Process Management (BPM) leader. WNS offers business value to 400+ global clients by combining operational excellence with deep domain expertise in key industry verticals, including Banking and Financial Services, Consulting and Professional Services, Healthcare, Insurance, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Telecommunications, Travel and Utilities. Globally, the group’s over 41,000+ professionals serve across 60 delivery centers in 16 countries worldwide, including China, Costa Rica, India, the Philippines, Poland, Romania, South Africa, Sri Lanka, UK and US.

WNS South Africa has been in operation since 2003 and built a reputation as the industry leader for Business Process Outsourcing (BPO) in South Africa, with a growing footprint into Africa. We are a strategic partner for delivering a full range of basic to complex processes from our eight delivery centers across South Africa, employing 4000+ people.

Why join us? We promise our employees to experience role clarity, coaching and mentoring, professional development and structured career path through our 5 people promises and keeping employee experience at the core. Experience the culture of outperformance, engagement, celebration and also contribute to society through our WNS Cares Foundation, where you have the opportunity to support meaningful initiatives and make an impact in the community.

Job Description

The main purpose of the role will be to speak to customers that have an outstanding balance and help them get out of debt and prevent them falling back into debt by ensuring right and sustainable actions are in place.

Key Responsibilities

• Will be required to proactively contact customers both by telephone and in writing. This will require both inbound and outbound calling, most of which will involve ‘telephone dialler’ activity
• Will have knowledge of debt collection techniques and be able to demonstrate excellent negotiation and communication skills
• Work with your customers to reduce debt in a timely manner to meet agreed targets. This will involve dealing with customer’s queries and internal queries within agreed SLA’s.
• Will be required to find resolutions for customer debt and use every opportunity to collect cash and minimize bad debt write-offs
• Will be required to work to agreed quality standards and within agreed timescales
• Will be responsible for proactively developing and maintaining your specialist industry, business and system knowledge
• Will be responsible for managing complaints and ensuring the compliance of these
• Will need to liaise with both internal and external colleagues throughout the business and externally with customers
• Maintain customer related information on systems to the required standards to progress work, maintain accurate records, identify gaps in customers records and proactively collect appropriate information.

Qualifications

Qualifications Required : Matric

Experience, Knowledge, Skills and Attributes Required :

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