Job Openings at Huntswood

• Turn frustrating moments into positive experiences. Join a team where every interaction is an opportunity to make customers feel heard, supported, and valued.

What you’ll be doing:

• Assisting customers who need help with their online orders and general inquiries. (Retail)
• Handling a wide range of calls everything from placing, tracking orders to processing returns or cancellations, checking delivery status to handling issues like delays, defects, or damaged items.
• There are no follow-ups, so it’s all about resolving the issue during the call
• Navigate multiple systems to research order details, resolve issues, and provide accurate, up-to-date information.
• Communicate policies, delays, or product issues with professionalism and care even when delivering difficult news.
• Stay focused and positive while handling back-to-back calls, maintaining accuracy and strong documentation throughout .
• Participate in regular coaching sessions and apply feedback to improve customer service skills 

What we’re looking for:

• Someone who brings empathy, confidence, and flexibility to their work, and is motivated to create a smooth, supportive experience for every customer.
• Minimum of One-year international customer service experience on an Omni channel campaign dealing with end-to-end queries.
• USA or Australian campaign experience is advantageous
• Ability to navigate approximately 15-20 systems/tools

Work Times:

• US hours (must be flexible to work rotational shifts aligned to US time zones)

Why you will love working with us!

• At Huntswood, people come first. We invest in you, celebrate your wins and reward your commitment because when you shine our customers feel it.
• Enjoy benefits that truly matters:
• Performance based incentives
• Tenure recognition bonuses
• Continuous service rewards
• Attendance based perks
• Breakfast every Monday
• Dignity packs
• Growth and career development programmes
• A collaborative, positive, people centric culture.
   

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Job Overview

• Are you passionate about customer service and compliance? We’re looking for a skilled Inbound Collections Clerk to manage incoming calls related to past-due balances for our U.S.-based client. This role requires a strong understanding of the Fair Debt Collection Practices Act (FDCPA), excellent communication skills, and a customer-first mindset.
• If you thrive in a fast-paced, high-impact environment and are ready to make a difference, this is your chance to shine.

Key Responsibilities

• Handle inbound calls regarding overdue accounts with professionalism and empathy
• Educate customers on contract terms and ownership details
• Ensure all collection activities comply with FDCPA and internal policies
• Meet performance targets including call volume, contact rates, and resolution metrics
• Maintain accurate documentation of all account interactions
• Initiate skip tracing when necessary
• Support the broader collections team with daily tasks and goals
• Complete all required training and compliance certifications
• Perform additional duties as assigned by management

Minimum Requirements

• Education: Grade 12 or equivalent qualification
• Experience: 1+ years in a U.S. collections environment
• Work USA hours on rational basis
• Strong customer service orientation with a commitment to fair outcomes
• Empathetic and confident in handling difficult conversations
• Team player with a proactive and goal-driven mindset
• Proficient in MS Word and Excel
• Organized with exceptional attention to detail
• Familiarity with U.S. regulatory bodies and FDCPA compliance

Required Skills

• Effective communication and listening skills
• Ability to remain calm under pressure
• Strong problem-solving and decision-making abilities
• Excellent knowledge retention and recall
• Collaborative and supportive team spirit

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• Are you a confident communicator with a passion for customer service?
• Do you thrive in a fast‑paced environment and love creating WOW moments?
• If your answer is YES, then this is your next big opportunity!

 What You’ll Do

• Manage multiple webchat conversations while handling inbound calls professionally
• Deliver high‑quality service in line with performance standards and SLAs
• Build rapport and trust with customers using clear, empathetic communication
• Resolve customer issues at first point of contact
• Maintain exceptional accuracy and attention to detail
• Ability to de-escalate customer complaints by resolving expressions of dissatisfaction at first point of call

What You Bring

• Matric / NQF Level 4
• Clear credit & criminal record
• Computer literate
• Minimum 1 year experience in customer service (webchat + voice)
• Understanding of UK market (insurance experience is a bonus!)
• Strong written and verbal communication skills
• Ability to adapt to different customer needs