Inbound Customer Care Consultant - Cape Town, South Africa - Nimble Group

Nimble Group

Verified Company

Cape Town, South Africa

1 week ago

Posted by:

Thabo Mthembu

beBee Recruiter

Description

Reporting to:
Customer Care Team Manager

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.
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
Selfmotivated
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.