Customer Account Consultant Opportunity at Pepkor Lifestyle Call Centre

Pepkor Lifestyle is hiring a Customer Account Consultant for its Finance Contact Centre team in Lusaka, Zambia. This permanent role focuses on customer account management, collections support and professional call centre engagement. The position suits recent graduates with a Diploma or Degree who want to build experience in finance, customer service and account administration. You will work in a structured call centre environment where accuracy, compliance and customer interaction skills are essential.

Job Overview

The Customer Account Consultant is responsible for engaging with customers to manage outstanding accounts and secure payment commitments. You will handle inbound and outbound calls while maintaining a professional and customer focused approach. The role requires you to support collections targets by securing promises to pay and managing arrears in line with company policies. You will also ensure all communication follows compliance standards and relevant legislation. This position provides strong exposure to finance operations, customer engagement and credit control processes within a retail finance environment.

Key Responsibilities

• Engage with customers to obtain accurate account and payment information
• Secure promises to pay while maintaining a professional and respectful tone
• Manage customer arrears and instalments according to collection targets
• Handle both inbound and outbound call centre interactions
• Maintain compliance with company policies and financial regulations
• Work collaboratively with team members to meet performance targets
• Update customer records accurately on internal systems
• Use strong communication skills to resolve queries and manage objections
• Apply problem solving skills during difficult customer interactions
• Maintain high levels of accuracy in all account related activities
• Support continuous improvement of customer service processes
• Meet daily, weekly and monthly collections targets

Requirements And Skills

• Grade 12 (Matric)
• Diploma or Degree in customer service, business communication or related field
• Some work experience is advantageous but not required
• Strong telephone etiquette and communication skills
• Good negotiation and conflict management ability
• Basic understanding of financial or credit processes
• Strong numerical ability and attention to detail
• Computer literacy in Microsoft Office and related systems
• High level of integrity and professionalism
• Ability to work under pressure in a fast-paced call centre
• Strong customer service orientation
• Emotional intelligence and resilience in handling difficult calls

Candidates who meet the requirements are encouraged to apply before the closing date.

Apply here