Outbound Call Centre Agent - Commercial Operations

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Team Overview

The Outbound Call Centre Agent - Commercial Operations focuses on conducting detailed business
interviews to gather financial and operational data, which is then used to support
decisions on business credit lines. The specialist must effectively communicate the
importance of these reports to various stakeholders, ensuring the information is
accurate, current, and valuable. The role requires strong attention to detail,
persuasive communication skills, and the ability to translate complex business
concepts into understandable language. This position is crucial for generating
revenue and enhancing the value customers receive from the company's products.
•The role requires strong communication and persuasive skills to pitch the
importance of credit reports to various stakeholders.
•The team must meet targets through comprehensive interviews and follow-ups,
addressing customer complaints about information depth.
•The department is a revenue-generating centre, enhancing customer value.

 

Role Overview And Core Responsibilities

• Conduct outbound calls to businesses to gather, verify, and update financial, operational, and company information.
• Complete comprehensive business interviews to ensure accurate and up-to-date commercial data is collected.
• Obtain information required for business credit reports and commercial credit assessments.
• Educate business owners and stakeholders on the importance and value of maintaining accurate business information and credit profiles.
• Clearly explain complex credit reporting concepts in a simple and understandable manner.
• Promote the benefits of commercial credit reports and related products to support customer awareness and engagement.
• Build and maintain professional relationships with business representatives and key decision-makers.
• Achieve daily, weekly, and monthly productivity, quality, and performance targets.
• Conduct follow-up calls to clarify, complete, or validate outstanding business information.
• Investigate and resolve customer concerns relating to report accuracy, completeness, and data quality.
• Ensure all information collected is accurately captured and maintained within company systems and databases.
• Perform quality checks to verify the integrity and reliability of information received from businesses.
• Handle customer queries and objections professionally while maintaining a positive customer experience.
• Maintain a high level of attention to detail to ensure data accuracy and compliance with company standards.
• Identify opportunities to enhance the commercial database through the collection of additional relevant business information.
• Contribute to revenue generation by increasing the value and quality of commercial reports available to customers.
• Collaborate with internal teams to ensure customer needs and business objectives are met.
• Adhere to company policies, compliance requirements, and information security standards when handling business data.
• Maintain knowledge of commercial credit reporting products, services, and industry trends.
• Provide feedback and insights on common customer concerns, market trends, and data quality improvement opportunities.

 

Required Knowledge And Experiences

• 1-2 years of experience in a customer service/inbound call centre with knowledge in FRCA laws and regulations.
• Strong Business Acumen
• Demonstrated active listening skills and patience handling escalated emotions with consumer customers.
• Strong English speaking and writing skills as well as a secondary language for a specific region.
• Highly detailed and organized to flex with changing work priorities organized and detail oriented with the ability to manage multiple high priorities.
• ​Proficient computer skills navigating the Internet, Web Based Applications, MS Office or other business software.
• Matric

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company's Employment Equity plan and targets.Should you have not heard from TransUnion within 3 weeks from applying, please regard your application as unsuccessful.Please note it is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa that has fibre, but will not be able to work in a location outside of South Africa.A Minimum of a 100/100 Meg Fibre line is required, should you be successful, you will need to upgrade your line or install fibre for day one.Please note that being a credit bureau, some positions require a clear credit record.

For positions based in South Africa, preference will be given to suitably qualified candidates from designated groups in line with the company’s Employment Equity plan and targets.

If you do not hear from TransUnion within three weeks of applying, please consider your application unsuccessful.

TransUnion Overview:

At TransUnion, our Workforce for Good is built on purpose, impact, and opportunity. We empower our people to grow, innovate, and make a meaningful difference for our communities and customers all while being supported to thrive both professionally and personally. With a strong focus on flexibility, wellbeing, and collaboration, you’ll work with exceptional people across the globe, pioneering products, and cutting‑edge technology that truly matters.

At TransUnion Africa, you’ll join a purpose‑driven organisation that invests in its people through competitive rewards, comprehensive benefits, and meaningful career development. We offer permanent work‑from‑home flexibility, wellbeing support for you and your family, and access to global exposure and accredited learning so you can grow your career while maintaining balance.

TransUnion Job Title

Rep I, Customer Support Operations