Inbound Customer Care Consultant at Nimble Accounting Ltd

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.