Customer Experience (Collections)

About the role

This role recovers overdue payments for solar products sold under the Pay-As-You-Go (PAYGO) model, while keeping customer relationships positive and minimising payment defaults.

Key responsibilities

• Contact customers with overdue payments by call and SMS
• Follow up on outstanding balances and secure payment commitments
• Monitor repayment schedules and update collection records
• Negotiate repayment arrangements in line with company policy
• Escalate persistent defaults and support recovery of long-outstanding debts
• Coordinate with Account Managers and field teams to improve collection rates
• Achieve assigned collection targets and prepare regular collection reports
• Ensure professional, ethical and compliant debt collection practices

Required profile

• Diploma or bachelor's degree in Business Administration, Finance, Sales or a related field
• At least 1-3 years of experience in debt collection, credit control or loan recovery
• Experience in solar PAYGO, microfinance or digital lending is an added advantage

Required skills

• Strong communication, negotiation and customer service skills
• Computer literacy and familiarity with CRM systems