Customer Service Advisor- BFSI- Z

Overview

To provide a Simply Brilliant customer experience by professionally and courteously handling all customer contact in compliance with company directive. To actively promote the Teleperformance Brand by providing quality customer service at every instance, promoting products and services whilst stimulating revenue for the business.

Qualifications

• Matric or NQF Level 4 (preferred)
• Minimum 6-12 months of experience working with a collection process
• Minimum 6-12 months of experience working with a Sales process
• Superior oral and written communication, presentation, and interpersonal skills (preferred)

Responsibilities

Collect the delinquent/outstanding amount from the consumer over the phone on Outbound/Inward calls.

• Negotiate and persuade customers effectively.
• Understand different delinquency cycles (business to consumer/business to business).
• Follow local laws set up by different credit and collection governing agencies.
• Demonstrate effective skip tracing techniques through programs and policies implemented by Client.
• Build rapport with consumers to understand the reason for debt delinquency.
• Maintain compliance, quality assurance, and client-specific standards on all accounts handled.
• Navigate through multiple systems to check and provide information related to customer accounts.
• Meet key KPIs on a day-to-day basis set up by the process based on client’s requirements.
• Demonstrate empathy and sympathy on calls with customers.
• Handle customer objections such as disputes, bill charges, statements, etc.
• Respect and act according to Teleperformance’s rules, regulations, and values.