Analyze different types of queries
\nLiaise with EHL branches and distribution centres to pick up and deliver damaged merchandise
\nLiaise with exec\u2019s from EHL on outstanding cancellations
\nCommunicate to different levels of EHL management to assist in resolving EHL queries verbally and via e-mail<\/p>\n
Desired Salary: competitive
\nJob description<\/p>\n
MINIMUM EDUCATION
\n———————————
\nGrade 12<\/p>\n
MINIMUM EXPERIENCE
\n———————————-
\nPractical and applied skills equivalent to Grade 12
\nComputer Literacy<\/p>\n
PREFERRED MINIMUM EXPERIENCE
\n——————————————————
\nPrevious Call Centre and\/or Debt Collections experience<\/p>\n
KEY RESULT AREAS
\n——————————-
\nCollections
\n—————-
\nAchieve the set collection target
\nContact and collect as per Collections Call Centre policies and procedures
\nConfirm right party contact
\nProbe, determine and update system with reason for the account being in default
\nNegotiate payment arrangement with the client within set mandates
\nWork all linked accounts as per client\u2019s profile
\nConfirm and or update client\u2019s details
\nBanking details
\nSalary date
\nRepayment method and frequency (weekly, fortnightly and monthly)
\nLoad Promise To Pay (PTP) on system as agreed with client
\nCapture notes on system regarding important information and arrangement with client
\nSummarize and confirm payment arrangement with client
\nWrap up using the correct wrap up code to end the call<\/p>\n
Contactability (third party contact)
\n———————————————-
\nProbe for client \/ next of kin \/ new employer information
\nAscertain best time and or number to call client
\nPerform appropriate redial wrap up on alternative numbers by using the dialler system
\nSet dialler system to contact client at best time
\nCapture all information in the memo field<\/p>\n
Promise to Pay Success Rate
\n——————————————
\nProbe, determine and update system with reason for the account being in default
\nNegotiate payment arrangement with the client to ensure that the PTP is honoured
\nWork all linked accounts as per client\u2019s profile<\/p>\n
Agree and confirm the following:
\nPayment amount
\nDate of payment
\nPayment method
\nLoad the promise to pay on the system
\nCapture notes on system regarding important information and arrangement with client
\nSummarize and confirm payment arrangement with client
\nWrap up using the correct wrap up code to end the call<\/p>\n
Productivity
\n—————-
\nComply to agreed wrap up time percentage versus total time on system
\nWork set number of accounts daily
\nComply to minimum system log on time
\nWork all linked accounts as per client\u2019s profile<\/p>\n
Key responsibilities<\/strong> Communication Skills (written & verbal)
\nFundamental Competencies:<\/strong><\/p>\n
\nListening Skills
\nClient Centric Skills
\nSense of urgency
\nStress Tolerance
\nProfessionalism<\/p>\n