Tele- Collections Agent at Sun King

Tele- Collections Agent at Sun King – Sun King Kenya Job Details

About the Role

Sun King is recruiting a Tele- Collections Agent for a full-time position based in Kenya. This role sits at the intersection of customer service and financial recovery, where you will manage communications with customers who have fallen behind on their payment obligations for solar energy units purchased on a pay-as-you-go basis. Working alongside risk management, sales teams, and regional collections managers, you will balance firm debt recovery practices with empathetic customer engagement to restore accounts to good standing and improve the company’s overall portfolio health.

The Tele- Collections Agent position requires someone who can handle sensitive financial conversations with professionalism, persistence, and tact. You will be expected to meet performance targets while maintaining compliance with consumer protection regulations and company policy. This is a high-volume role with clear KPIs and direct accountability for collections outcomes.

Key Responsibilities

• Initiate outbound calls to customers with overdue payments using approved call scripts and guides, working to understand their payment status and circumstances.
• Educate customers on the terms of their sale agreements, reinstating their understanding of payment obligations so they may resume regular instalments.
• Negotiate repayment schedules based on individual customer financial capacity while adhering to company policy, and formalise new payment covenants within the system.
• Verify and update customer KYC (Know Your Customer) information and account details in the collections system, documenting payment history and any agreed arrangements clearly.
• Deliver professional, patient customer service by addressing queries and concerns in a respectful manner, even in contentious situations.
• Ensure full compliance with collections policies and relevant consumer protection legislation throughout all customer interactions.
• Track and record call metrics, collections processed, and other KPIs daily and weekly, meeting or exceeding targets set by management.
• Log and escalate unusual customer reports—including equipment faults, theft, repossession, or suspected fraud—to the appropriate teams immediately.
• Use computer systems and skip-tracing tools to locate and contact customers who have become difficult to reach.

Requirements & Qualifications

• Diploma or degree in a business-related field such as Business Administration, Economics, Finance, Accounting, or a comparable discipline.
• Fluency in both English and Swahili, with strong verbal communication ability.
• Proven experience working as a Collections Representative or in a similar debt recovery or customer service role.
• Competence with Microsoft Office Suite applications for data entry and reporting.
• Excellent communication and problem-solving skills, with the ability to remain calm under pressure and navigate difficult conversations.
• Reliable time management and flexibility to work assigned shifts, including potential evening or weekend hours.
• Desirable: professional certification or formal training in Credit Management, Debt Collection & Recovery, Negotiation & Conflict Resolution, or Customer Relationship Management (CRM).
• Desirable: familiarity with analytical or business intelligence tools.

What to Expect

• A structured work environment with clear performance metrics, call guides, and system support to help you succeed in the role.
• Daily interaction with customers across a range of financial situations, requiring you to balance company recovery goals with genuine attempts to help customers resume payments.
• This Tele- Collections Agent at Sun King position in Kenya is open to qualified candidates. Click Apply below to submit your application.