Call Centre Agent (Senior Associate) - Collections

About the role

WNS, part of Capgemini, is hiring a Senior Associate Collections agent in Cape Town. The role sits at the heart of collections work, handling inbound and outbound calls and written communication with customers, turning difficult conversations into positive outcomes while meeting quality standards and timelines.

Key responsibilities

• Engage proactively with customers by telephone and in writing to support collections and deliver positive outcomes.
• Work to clearly defined quality standards and timelines, completing all activities accurately and efficiently.
• Take ownership of customer complaints, resolving concerns professionally while staying compliant with regulatory and company requirements.
• Collaborate with internal teams and external stakeholders to support debt recovery and customer solutions.
• Handle customer and internal queries within agreed service level agreements (SLAs) to reduce outstanding balances and improve the customer experience.
• Maintain accurate, up-to-date customer information across systems, filling in gaps and progressing accounts.
• Manage outbound calls and inbound enquiries consistently and solution-focused, recording all interactions to a high standard.

Required profile

• Previous customer service or call centre experience in a collections environment is a must.
• Grade 12 / Matric certificate.
• At least 1 year of contact centre experience, or 12 months of customer service experience (preferably in insurance).
• International contact centre experience is advantageous.
• Clear credit and criminal record.

Required skills

• Strong communication skills, active listening and empathy.
• Solid numerical and analytical abilities for billing-related queries.
• Efficient typing and system navigation.
• Strong command of written and spoken English.

What we offer

• Career growth opportunities and training and development support.
• Exposure to international clients and systems.
• A fast-paced, fun team culture.
• Rotational shifts from Monday to Sunday, with coverage on South African public holidays.