Collections Agent - Utilities Contact Centre

About the role

WNS Global Services is looking for a Collections Agent for its Utilities Contact Centre in Cape Town. The main purpose of the role is to speak to customers with an outstanding balance, help them get out of debt and prevent them from falling back into debt by ensuring right and sustainable actions are in place. The position is full-time.

Key responsibilities

• Contact customers proactively by telephone and in writing, mostly through inbound and outbound calls, including telephone dialler activity
• Work to agreed quality standards and within agreed timescales
• Develop and maintain specialist knowledge of the industry, business and systems
• Manage complaints and ensure their compliance
• Liaise with internal and external colleagues and with customers
• Apply debt collection techniques and negotiate with customers to reduce debt in line with targets
• Handle customer and internal queries within agreed service levels, mitigate risk to the client and escalate when needed
• Maintain accurate customer records on systems and collect missing information proactively

Required profile

• Matric qualification
• 6-12 months of call centre experience, with preference for candidates with previous collections experience
• Preference for experience dealing with international clients, particularly in the US market
• High proficiency in verbal and written English; a neutral accent is preferred as customers are based in Canada
• Customer orientation in an international, multicultural context