Customer Care Voice-Collections

Job Description Requirement: 6 month's+ International Call Center Experience 6 month's+ Collections Experience Grade 12 Crim and Credit Clear Proficient level of written and spoken English. Active listening skills Assertive, empathetic, professional & courteous Ability to empathize with the customer Negotiation and influencing skills Description: Demonstrate a strong customer focus that enables to arrive at fair outcomes and excellent customer service resulting in addressing customer inquiries. Handling customer enquiries over the telephone, providing excellent service while ensuring compliance with internal processes and regulatory standards. Applying empathy and emotional intelligence to connect with customers, especially those in difficult or stressful situations, ensuring a positive experience and good outcomes. Negotiate payment and repayment plans, assessing customer needs and financial circumstances, whilst addressing missed payments or arrears. Achieve high call quality, meet compliance standards whilst delivering against agreed customer service performance metrics You'll need to be adaptable switching between inbound or outbound customers depending on business needs Any other tasks as deemed required by their Line Manager Ensure that the calls are handled as per Desktop procedures Ensure that the assigned targets in accordance with SLA and any internal standards are met Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards Maintain and provide the relevant process reports in a timely manner Ensure adherence to established attendance schedules Responsibilities Active listening skills Assertive, empathetic, professional & courteous Experience making outbound calls or handling calls for UK clients Ability to empathize with the customer Prioritizing customer needs Good problem solving, reasoning and analytical skills Negotiation and influencing skills Ability to deliver messages/responses in a clear and concise manner Basic knowledge of computers Preferably good typing speed and accurate system updating Qualifications Grade 12 Basic knowledge of computers Preferably good typing speed and accurate system updating Making outbound calls or handling calls for UK clients