Reporting to: Customer Care Team Manager
Job Purpose: To asses and resolve enquiries, requests and complaints by telephone, email or other media to ensure that customer enquiries are resolved efficiently and that TCF principles are maintained at all times.
Location: Woodstock, Cape Town
Key Performance Areas
Under the management / direction of the Team Manager, the Customer Care Consultant will have the following responsibilities (including but not limited to):
- Demonstrates an understanding of, and adherence to the daily, weekly and monthly incoming correspondence targets.
- Demonstrates an understanding of, and adherence to daily, weekly and monthly productivity targets and applies these to the daily collections process
- Demonstrates an understanding of, and adherence to daily, weekly and monthly conversion rate targets and applies these to the daily collections process
- Demonstrates an accurate understanding of the collection system/s and can navigate it successfully
- Demonstrates an accurate understanding, and adherence, to ensuring that quality conversations are had with each customer.
- Demonstrates an accurate understanding, and adherence, to the collections call script, including specific phrases relating to the Inbound Customer Care department.
- Understand, interpret and apply laws, rules, regulations, policies and/or procedures to collections process, including but not limited to;
- National Credit Act
- Debt Collections Act
- Company policies and procedures
- IT policies and procedures
- Practice sound data ethics: ensure that all system requirements are adhered to and that special attention is paid to the quality of information obtained and captured
- Demonstrates an accurate understanding, and adherence to the One-Touch resolution charter.
- Demonstrates an accurate understanding, and adherence to the TCF principles:
Requirements
- A minimum of 6 months’ Inbound Customer Care within an outbound debt collections environment / outbound sales environment / outbound customer service environment. OR A minimum of 1 years face to face customer services experience
- Strong communication and negotiation skills
- Computer literate
- Understanding / working knowledge of a collections system is advantageous
Skills/Knowledge/Attributes
- Target driven
- High level of integrity
- Strong work ethic
- Self-motivated
- Able to work under pressure
- Reliable
- Time management
- Able to work in a team
- High level of confidentiality
- Strong people orientation
Remuneration Structure:
- Basic salary + incentive earnings based on performance
- Benefits at the full cost to the Employer;
- Funeral Cover (at the full cost of the employer)
- Life Cover (at the full cost of the Employer)
- Disability Cover (at the full cost of the Employer)
- Medical Cover (at the full cost of the employer , after successful completion of the probation period)
- Subsidized School fees towards your child schooling at Nimble Peak Child EduCare (ages: 3 months – 5 years)
Working Hours:
- You will be required to work a maximum of 45 hours per week;
- Monday – Friday: You will be required to work a maximum of 9 hours per day (in the week that you do not work a Saturday) and a maximum of 8 hours per day (in the week that you are working a Saturday) shifted between the times of 07:00 and 20:30 as agreed by management.
- Saturday: You will be required to work a maximum of 6 hours per day on a maximum of 2 Saturdays per month shifted between the times of 08:00 and 14:00 as agreed by management.
- This appointment will be made in line with the Nimble Group Employment Equity plan.