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Job Title:  Debt Collection Agent (Fresher Jobs) 

Organisation: Exquisite Solution Limited

Job Location: Kampala, Uganda

About the Company:

Exquisite Solution Limited is a leading Business Process Outsourcing Company offering a wide scope of professional services. Established in 2006 with offices in England and across the region, we offer Human Resources Consulting and Payroll Management Services, Admin Support Services, Executive Search, Corporate and Personal Development Training, HR Compliance Audits, among others. We place top notch candidates into permanent, contract, and interim positions. They would like to recruit for a valuable client.

Job Summary:   Responsible for maximizing debt collection and minimizing bad debt while maintaining superior levels of customer service.

Key Duties and Responsibilities:

• Make outbound calls to new and existing MoKash subscribers to create a personalized relationship and inspire confidence
• Achieve monthly individual collections target (activity and amount).
• Conduct collections according to the collection cycle policy.
• Make payment arrangements with clients as per procedures.
• Follow up daily on promises to pay and broken promise to pay.
• Dial and make tickler notes on all customer interactions.
• Handle customer queries and or escalate issues to ensure customers’ concerns are addressed promptly and appropriately
• Adhere to all MTN and NCBA policies and procedures at all times.
• Ensure that your telephone etiquette is in line with the quality assurance guidelines.
• Ensure that all client details are fully captured onto the appropriate systems
• Meet the agreed level of contact with existing MoKash customers as maybe necessary to maintain/increase levels of business activity, revenue volume and streams
• Attend and participate in all MoKash trainings, courses and meetings
• Actively work towards the MTN brand values: Leadership, Integrity, Innovation, Relationships and can-do, while dealings with customers and colleagues.
• To undertake extra duties as deemed appropriate

Key Performance Indicators

• General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work)
• Will be required to work a maximum of 48 hrs in a week in any cycle of shifts scheduled.
• Will be required to conform to schedule adjustments based on business needs.
• Frequent visual, sitting & computer usage.
• Fast paced environment with high daily pressure to meet deadlines.
• Quality Assurance – Attain a minimum quality evaluation score of not less than 95 % in accordance to the standard call handling procedure as set in the call evaluation scorecard.
• Schedule adherence – Attain 99% schedule adherence on a monthly basis.
• Attendance – Ensure 100% attendance inclusive of planned leave.
• Debt collection rate – Attain an average debt collection rate of 60%, for all customers assigned to self on a monthly basis
• Productivity- Achieve a daily average score of 120 successful contacts.
• Products and service knowledge: To ensure adequate knowledge of the MoKash products and of its competitors in order to achieve the requirements of this role (95%)
• Brand Values – To maintain a minimum rating of 5% on brand values

Qualifications, Skills and Experience:

• Strong problem solving and analytical skills
• Good communication skills, both written and verbal
• Good interpersonal and human relations skills
• Good negotiation skills
• Business Integration Skills
• Possess basic accounting knowledge
• Proficient in English and most common local languages in Uganda
• Working proficiency of company standard MS Windows and associated office productivity Software tools (Word and Excel)

Experience

• 1 years’ experience in a Call Center environment, preferably in the cellular industry or financial services industry.
• Experience in customer complaints handling mainly dealing with difficult customers in a manner which makes them feel appreciated.
• Basic Knowledge of accounting
• Must be computer literate.
• Proficient in English and most common local languages in Uganda
• Must possess negotiation skills.

Education

• Bachelors Degree in any field

Attributes

• Self-motivated and willing to “do what it takes” to get the job done
• Internal and external client-focused attitude with good communication skills, both written and verbal
• Strong work ethic and ability to work with minimal supervision
• Alertness to quality and attention to detail
• Aptitude for learning, understanding and applying concepts
• Able to work within a team and work independently
• Sense of urgency necessary to meet goals, objectives and deadlines

How to Apply:

If you are a proactive, passionate, and self-driven individual with a high affinity for excellence, please click the link below.

Click Here

Deadline: 10th October 2024.

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