Early Collections Contact Centre Agent

Early Collections Contact Centre Agent Vacancy at Infinity Services Partner (Vodacom) – 12-Month Contract

Infinity Services Partner, a managed services company wholly owned by Vodacom, is currently recruiting an Early Collections Contact Centre Agent – Debt Collection for a 12-month contract based in Midrand and Centurion, Gauteng.

This opportunity is ideal for experienced collections professionals who have worked in early or soft collections within the telecommunications, banking, or retail credit industries. The successful candidate will help customers manage their accounts during the early stages of arrears while providing excellent customer service and ensuring compliance with South African legislation.

Applications close on 12 July 2026.

Job Overview

About Infinity Services Partner

Established in 2020, Infinity Services Partner is a managed services business wholly owned by Vodacom. The company provides specialised customer service and operational support solutions, ensuring subscribers receive an exceptional customer experience through service excellence, innovation, and operational integrity.

Infinity Services Partner values diversity, inclusion, and professional development while maintaining high standards of customer service and regulatory compliance.

Purpose of the Role

The Early Collections Contact Centre Agent is responsible for engaging with customers whose accounts are in the early stages of arrears, generally between 1 and 150 days past due.

The primary objective is to assist customers in resolving outstanding balances before their accounts progress into late-stage or legal collections. This involves negotiating realistic payment arrangements, encouraging responsible payment behaviour, and delivering a positive customer experience while complying with all applicable legislation.

Key Responsibilities

Early Customer Engagement

The successful candidate will:

• Make outbound collection calls to customers with overdue accounts.
• Handle inbound customer enquiries relating to outstanding balances.
• Identify the reasons for missed or delayed payments.
• Explain account balances and payment obligations clearly.
• Educate customers on available payment options.
• Encourage the use of self-service and digital payment platforms.

Payment Resolution

Responsibilities include:

• Securing immediate payments where possible.
• Negotiating affordable Promise-to-Pay (PTP) arrangements.
• Preventing accounts from progressing into late collections.
• Promoting debit order reinstatements.
• Encouraging preferred payment methods.
• Escalating customers requiring affordability assistance or specialised support.

Compliance Responsibilities

Successful candidates must comply with all relevant legislation and company policies, including:

• National Credit Act (NCA).
• Protection of Personal Information Act (POPIA).
• Debt Collection Act.
• Internal collections policies and procedures.

Agents are expected to:

• Treat every customer fairly and respectfully.
• Protect confidential customer information.
• Record customer interactions accurately.
• Maintain complete and compliant records.

Performance Management

Agents will be expected to achieve a range of key performance indicators (KPIs), including:

• Right Party Contact (RPC) rate.
• Promise-to-Pay (PTP) conversion rate.
• Kept Promise-to-Pay rate.
• Early-stage cure rate.
• Roll-rate reduction from early to late collections.
• Quality assurance scores.
• Compliance scores.

Employees will also participate in:

• Coaching sessions.
• Quality monitoring.
• Performance reviews.
• Calibration sessions.

Systems Administration

The role also requires candidates to:

• Update customer information accurately.
• Capture detailed call notes.
• Maintain audit-ready records.
• Use CRM systems effectively.
• Operate dialler systems.
• Process payments using company platforms.
• Ensure customer information remains accurate and up to date.

Minimum Requirements

Applicants must meet the following requirements:

• Grade 12 (Matric).
• Experience in early or soft collections.
• Minimum of 2 years’ experience within:
  • Telecommunications.
  • Banking.
  • Retail credit industries.
• Computer literacy.
• Good understanding of customer service principles.

Knowledge and Skills Required

The ideal candidate should possess:

• Excellent communication skills.
• Strong negotiation abilities.
• Customer engagement skills.
• Problem-solving ability.
• Root-cause analysis skills.
• Objection handling skills.
• Time management.
• Ability to work towards performance targets.
• Emotional intelligence.
• Resilience.
• Integrity.
• Accountability.
• Continuous learning mindset.

Working Environment

This position is based in a professional contact centre environment.

Employees should be willing to:

• Work flexible shifts.
• Work evenings where required.
• Work weekends and public holidays when operationally necessary.
• Meet daily performance targets.
• Deliver excellent customer service under pressure.

Why Join Infinity Services Partner?

Successful candidates will benefit from:

• Experience with a leading telecommunications organisation.
• Exposure to Vodacom’s managed services environment.
• Opportunity to develop collections and customer service expertise.
• Professional coaching and performance support.
• Modern contact centre technology.
• Inclusive and diverse workplace.
• Valuable experience within the telecommunications industry.

Employment Equity

Infinity Services Partner is committed to employment equity and creating an inclusive workplace.

Appointments will be made in accordance with the company’s approved Employment Equity Plan.

Applications from suitably qualified persons living with disabilities are encouraged.

Who Should Apply?

This opportunity is suitable for:

• Early collections agents.
• Contact centre professionals.
• Debt collection consultants.
• Customer service agents with collections experience.
• Banking collections specialists.
• Telecommunications collections consultants.
• Retail credit collections professionals.

Applicants with experience managing early-stage delinquent accounts and negotiating payment arrangements are encouraged to apply.

How to Apply

Interested candidates should submit their applications through the official Infinity Services Partner recruitment platform before the closing date.

Applicants are encouraged to ensure that:

• Their CV is updated.
• Contact information is correct.
• Work experience is clearly listed.
• Relevant collections experience is highlighted.

Only shortlisted applicants will be contacted.

Closing Date

Closing Date: 12 July 2026

If you have experience in early-stage debt collections, enjoy helping customers find practical payment solutions, and are looking for an opportunity within a leading telecommunications environment, consider applying for the Early Collections Contact Centre Agent position at Infinity Services Partner before the closing date.

CLICK HERE TO APPLY

Skhumbuzo Shandu

Skhumbuzo Shandu is the founder of Careers With Shandu, a platform dedicated to helping South Africans access job opportunities, learnerships, and career development resources.
He focuses on sharing clear, practical, and up-to-date information to help matriculants, graduates, and job seekers navigate applications and build their careers.
Through his work, he aims to make opportunities easier to understand and accessible to everyone, especially young people entering the workforce.