Tele collection Agent, Lomé
Permanent - Full TimeJob Overview
Location: Lomé
The team you would join:
The Tele collection Agent Team serves as the first point of contact for Sun King’s customers. The team helps prospective and existing customers with products, services, payments, and customer relationship-related inquiries. Customer Service Executives play an important role in ensuring Sun King customers can access fair, reliable, and timely assistance for any product or service-related needs, ensuring the company provides strong customer service in line with its consumer protection. The team works cross-functionally with Sun King’s Operations and Sales teams to serve the breadth of customer-related inquiries.
About the role:
Tele collection Agent will work closely with the credit team, sales team and Collection executives and managers to serve existing customers who are delinquent.
What you would be expected to do:
- To ensure proper knowledge is provided with a high degree of efficiency to clients with overdue payments so that they may continue with payments.
- Inform clients of overdue payments and amount currently owed.
- Review terms of sale or loan documents and review of subsidy clients.
- Ensure all customer information is correct, including phone numbers and addresses.
- Listen to the customer's feedback and see if debt can be collected or not.
- Follow up closely to find and capture reasons which made customers to stop making payments, and communicate the same to the right channel
- Set up repayment plans and new terms of sale. Record new ways to repay debt
- Capture and record any abnormal issues reported by customers during the call e.g cases of stolen, faulty products etc.
- Report and follow up on repossessed/stolen products cases to make sure they are resolved.
- For stolen products: Channel the customer to the nearest Sun King shop to buy a replacement, or Initiate repossession proceedings.
- For repossessed product: Initiate repossession proceedings
- Identification and reporting of possible fraud occurrences through the available fraud management tools.
- Utilize computer systems to handle skip tracing.
You might be a strong candidate if you:
- Proven experience as a collections representative or relevant role.
- Strong negotiation skills
- Fluent (English & French) Bi-lingual
- Excellent knowledge of MS Office
- Thorough Knowledge of marketing and negotiating techniques
- Fast learner and passion for sales
- Team player and Vibrates positiveness.
- Flexibility to work on shifts
- Degree is a desirable qualification
Soft Skills
- Excellent communication skills & problem-solving skills
- Patience and persuasiveness
- A strong customer focus and excellent negotiations skills
- High energy Level
- Attention to detail