Call Centre Operations Administrator

SUMMARY:
The Call Centre Assistant will provide administrative and operational support within a fast-paced collections and account management environment. The successful candidate will be responsible for maintaining accurate account information, assisting with debtor account administration, resolving account discrepancies, supporting collections processes

POSITION INFO:

Call Centre Operations Administrator

Area: Hatfield, Pretoria
Salary: R15 000 – R18 000 basic salary + Medical Aid + Provident Fund

Purpose of the Position

The Call Centre Assistant will provide administrative and operational support within a fast-paced collections and account management environment. The successful candidate will be responsible for maintaining accurate account information, assisting with debtor account administration, resolving account discrepancies, supporting collections processes, and ensuring professional communication with clients and stakeholders.

Key Responsibilities

Account Administration & Information Management

• Maintain and update debtor and client account information accurately on internal systems.
• Process daily administrative tasks related to account management and collections.
• Ensure all account records, notes, and communication histories are updated timeously.
• Assist with data capturing and document management.

Case & Query Management

• Investigate and resolve account discrepancies and client queries.
• Liaise with internal departments and external stakeholders regarding account matters.
• Escalate unresolved issues to management where necessary.
• Follow up on outstanding documentation and information.

Account Maintenance

• Review and maintain closed and inactive accounts.
• Process account write-offs in accordance with company policies and procedures.
• Ensure compliance with internal controls and regulatory requirements.
• Identify irregularities and report concerns to management.

Operational & Call Centre Support

• Provide administrative and operational support to the Call Centre Manager.
• Assist with reporting, statistics, and performance tracking.
• Support collections staff with account-related information and updates.
• Maintain professionalism when dealing with clients telephonically and electronically.
• Assist with workflow coordination and prioritisation of urgent matters.

Minimum Requirements

• Grade 12 / Matric certificate.
• Minimum 3 years’ Call Centre experience (non-negotiable).
• Previous experience in collections, debtor administration, financial services, healthcare administration, or account management will be advantageous.
• Computer literate with good knowledge of Microsoft Office (Word, Excel, Outlook).
• Experience working on CRM or collections systems advantageous.
• Excellent verbal and written communication skills.
• Strong administrative and organisational abilities.
• Ability to work accurately under pressure in a deadline-driven environment.
• High attention to detail and strong problem-solving skills.
• Professional telephone etiquette.
• Ability to handle confidential information responsibly.