Service Rep: Collections

Job number: 10014007Job title: Service Rep: CollectionsJob grade: OP1Group/ BU: CSBDivision: CSB OperationsSpan of control: 0Reports to: ManagementREM Functional Area: SupportCore DescriptionTo render an efficient debt collection service in order to meet Telkom's business objectives and to manage debtors effectively through sound credit management principles.Job ResponsibilitiesOUTPUT 1: Retained CustomersReceive and analyze requestReceive claims and lift chequesReceive and analyse callsProcess customer request as per RD cheque policyProvide customer careOffer alternative solution to customerProvide feedbackUpdate systemsProvide supportFollow upCompile statsFile reportsOUTPUT 2: Handled QueriesReceive and analyze queryProcess query & leviesProvide feedbackOffer alternative solution to customerRefer to other sectionsUpdate systemsCompile statsResolve transfer queriesProvide feedbackFile reportsOUTPUT 3: Collected RevenueReceive and analyze report / requestDemand paymentsDo suspensions and reconnectionsRefer to other sectionsReconciliationsDo backoutAllocate paymentsUpdate systemsCompile statsExtract RD cheque reportCore CompetenciesFUNCTIONAL KNOWLEDGE: Telkom Procedures; Report Analysis; Accounting; Billing Procedures; Telkom Structure; Telkom Policies; Risk Management; Customer Care; Administration; Computer Software; Protocols; Legal Documentation; Telkom Systems; ConsultationFunctional Skills: Investigation Techniques; Time Management; Interpersonal; Stress Handling Techniques; Analytical; Writing; Communicating; Risk Management; Negotiation Techniques; Decision Making; Problem Solving; Business Acumen; Computer Software; Relationship ManagementEducationNQF 4: Grade 12 and relevant modular trainingExperience2 Years relevant experienceExperience in a debt collections/ commercial/ or contact centre environment.
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