Customer Account Consultant – Contact Centre: Call Centre Agent

Job description

Are you a recent graduate with a Diploma or Degree and some work experience, eager to kick-start your career and gain valuable industry exposure? We have an exciting opportunity for ambitious, motivated, and driven individuals who are looking to develop their skills, build their professional experience, and grow within a dynamic work environment.

This position offers valuable hands-on experience in a dynamic call centre environment, where you will be responsible for managing customer accounts while developing your professional skills and gaining practical industry experience. It provides an excellent opportunity to enhance your customer service, communication, and account management capabilities while building a solid foundation for your career growth.

Job Purpose:
Engage with customers in a compliant and customer-centric manner to secure a Promise to Pay, ensuring collections and arrears targets are met.

Key Responsibilities

1. Customer Engagement: Communicate effectively to obtain relevant information.
2. Customer-Centric Approach: Handle interactions with care and professionalism in collecting arrears and instalments.
3. Teamwork & Self-Management: Collaborate with the team and manage your tasks efficiently.

Competency Requirements

• Knowledge:
  • In-depth understanding of the Pepkor Lifestyle policies, processes, and Collections systems
  • Familiarity with relevant legislation (Hire Purchase Agreement Act, Chapter 399 of the Laws of Zambia, and the Competition and Consumer Protection Act, No. 21 of 2023, Data Protection Act, No.3 of 2021 etc.)
  • Proficiency in Microsoft Office and relevant systems/applications
• Skills:
  • Strong telephone etiquette and negotiation abilities
  • Effective written and verbal communication
  • Conflict management and emotional intelligence
  • Business numerical skills and attention to detail
• Behaviours:
  • High level of integrity and personal resilience
  • Energy, drive, and a customer-oriented mindset
  • Ability to influence others and engage with diversity

Minimum Qualification:
Matric/ Grade 12 certificate and a  Diploma/ Degree in customer service, business communication, or a related field.