Customer Communication

• Conduct outbound calls and respond to customer requests within the determined SLA


• Achieve the purpose of the call which is to secure a promise to pay for the rejected debit


• Respond to incoming requests for payment arrangements and persuade our customers to make payment


• Explain products and update customer details in computer system (CRM, DB & related systems)


• Provide customers with product and service information via appropriate methods (email and by telephone call)


• Policy amendments and product upgrade/ downgrades and dealing with related queries


• Maintain excellent knowledge of our portfolio of products and services to understand and pre-empt customers’ needs


• Identify opportunities to turn dissatisfied customers into happy customers by resolving relevant queries


• Document customer outcomes to add to our knowledge of reasons why cu...