Executive – Customer Service & Collections

About the role

The Executive will provide front‑line support to customers, handling both inbound and outbound calls for collections and general enquiries. The role requires a strong customer focus, adherence to quality and compliance standards, and the ability to switch between call types based on business needs.

Key responsibilities

• Demonstrate strong customer focus to achieve fair outcomes and excellent service.
• Meet high call quality and compliance standards while hitting agreed performance metrics.
• Handle inbound and outbound calls, adapting to business demand.
• Follow desktop procedures and ensure calls are processed according to SLA and internal standards.
• Produce and submit process reports on time and maintain accurate attendance records.

Required profile

• Minimum 6 months experience in collections or call‑centre environment.
• Grade 12 qualification with a clear criminal record.
• Proficient written and spoken English with active listening skills.
• Ability to empathise with customers and prioritize their needs.
• Good problem‑solving, reasoning and analytical abilities.
• Basic computer literacy and accurate data entry skills.