Collections Call Centre Executive (International) Cape Town
EXL · Cape Town, Western Cape
Overview
EXL is hiring Collections Call Centre Executives in Cape Town for their international call centre team. If you have six months or more of international call centre and collections experience, a Grade 12 certificate, and a clear credit and criminal record, this full time role offers a chance to work with UK clients in a fast paced, customer focused environment where your negotiation and empathy skills are truly valued.
About the role
As a Collections Call Centre Executive at EXL in Cape Town, you will be the voice of the company for UK based customers, helping them navigate their financial situations with empathy and professionalism. You will handle both inbound and outbound calls, working to resolve enquiries, negotiate payment arrangements, and ensure that every customer feels heard and supported.
Your day to day will involve:
- Managing customer calls with a strong focus on fair outcomes and excellent service delivery
- Negotiating payment and repayment plans based on each customer's financial circumstances
- Addressing missed payments and arrears while maintaining compliance with internal processes and regulatory standards
- Meeting call quality, compliance, and performance targets set by the business
- Switching between inbound and outbound calls as business needs require
- Keeping accurate system updates and providing process reports when needed
This role suits someone who is assertive yet empathetic, professional and courteous, and who can stay calm and helpful when customers are facing stressful situations.
Requirements
- 6 months or more of international call centre experience
- 6 months or more of collections experience
- Grade 12 (National Senior Certificate)
- Clear criminal and credit record
- Proficient level of written and spoken English
- Active listening skills
- Assertive, empathetic, professional and courteous manner
- Ability to empathize with customers
- Negotiation and influencing skills
- Good problem solving, reasoning and analytical skills
- Basic knowledge of computers
- Preferably good typing speed and accurate system updating
- Experience making outbound calls or handling calls for UK clients
Responsibilities
- Handle customer enquiries over the telephone, providing excellent service and addressing customer inquiries
- Negotiate payment and repayment plans while assessing customer needs and financial circumstances
- Address missed payments or arrears with empathy and emotional intelligence
- Achieve high call quality and meet compliance standards while delivering against agreed customer service performance metrics
- Adapt between inbound and outbound calls depending on business needs
- Ensure calls are handled as per desktop procedures
- Meet assigned targets in accordance with SLA and internal standards
- Maintain and provide relevant process reports in a timely manner
- Adhere to established attendance schedules
- Perform any other tasks as deemed required by the Line Manager
Job details
- Organisation
- EXL
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Experience level
- Entry
- Education
- Matric
- Category
- Customer Service
- Application Method
- Apply online
Success Guide
This is a great foot in the door if you have some call centre and collections experience and want to work with an international company. When you apply, make sure your CV clearly shows the months you worked in collections and international call centres. Be ready to talk about a time you handled a difficult customer or negotiated a repayment plan. The interview process will likely include a role play or scenario based question, so practice staying calm and empathetic while being firm. Also double check that your credit and criminal records are clear before applying, as this is a requirement. Good luck!
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