d.light – Customer Experience Agent.

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Position Description

The  jobholder  will  be  responsible  for  contacting  clients  and  collecting  outstanding  payments  with  the aim of reducing the delinquency numbers for the business.


  • Monitor accounts to identify outstanding debts
  • Investigate historical data for each debt or bill
  • Find and contact debtors’ clients to arrange debt payoffs
  • Take actions to encourage timely debt payments
  • Resolve billing and customer credit issues
  • Update account status records and collection efforts
  • Report on collection activity and accounts receivable status


  • Ensure collections are in line with set targets.
  • High Collection Effectiveness Index
  • High Collection Percentage

Desired Experience

  • Diploma in Customer Services Management and / or an additional focused Call Centre qualification will be an added advantage
  • 2 years of working experience in a Call Centre or in the Service Industry
  • Sales skills and experience advantageous within call centre or service sector
  • Experience  at  technology-oriented  service  firms;  Mobile  telephony,  BPO  call  centers,  etc.  will  be advantage
  • Familiarity with laws related to debt collection
  • Demonstrate good customer service skills while dealing with customers.

Skills and Competencies 

  • Excellent communication skills; strong written, verbal, active listening and phone communication.
  • Computer skills (MS Word, Excel, PowerPoint)
  • Problem solving and decision making
  • Patience and ability to manage stress
  • Comfortable working with targets
  • Team player
  • Self-Driven and open to change
  • Planning and organizing
  • Attention to detail
  • Interpersonal skills
  • Influencing skills / Numeracy skills
  • Skilled in negotiation
  • Strong problem-solving skills.

How to Apply

Candidates who meet the requirements should submit their CV and cover letter to: recruitment.kenya@dlight.com before 11th August, 2020.





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