Customer Experience Agent at d.light

Position DescriptionThe  jobholder  will  be  responsible  for  contacting  clients  and  collecting  outstanding  payments  with  the aim of reducing the delinquency numbers for the business.

R&Rs

• Monitor accounts to identify outstanding debts
• Investigate historical data for each debt or bill
• Find and contact debtors’ clients to arrange debt payoffs
• Take actions to encourage timely debt payments
• Resolve billing and customer credit issues
• Update account status records and collection efforts
• Report on collection activity and accounts receivable status

KPIs

• Ensure collections are in line with set targets.
• High Collection Effectiveness Index
• High Collection Percentage

Desired Experience

• Diploma in Customer Services Management and / or an additional focused Call Centre qualification will be an added advantage
• 2 years of working experience in a Call Centre or in the Service Industry
• Sales skills and experience advantageous within call centre or service sector
• Experience  at  technology-oriented  service  firms;  Mobile  telephony,  BPO  call  centers,  etc.  will  be advantage
• Familiarity with laws related to debt collection
• Demonstrate good customer service skills while dealing with customers.

Skills and Competencies 

• Excellent communication skills; strongwritten, verbal, active listeningand phone communication.
• Computer skills (MS Word, Excel, PowerPoint)
• Problem solving and decision making
• Patience and ability to manage stress
• Comfortable working with targets
• Team player
• Self-Driven and open to change
• Planning and organizing
• Attentionto detail
• Interpersonal skills
• Influencing skills / Numeracy skills
• Skilled in negotiation
• Strong problem-solving skills.