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.