Supervisor – Customer Retention & Collections

Prime System Solutions is seeking an experienced Supervisor for Customer Retention and Collections to join our growing team in a full-time remote position. This is your opportunity to lead customer success initiatives and drive operational excellence from anywhere in South Africa.

About This Position

As Supervisor of Customer Retention and Collections, you will oversee a dedicated team responsible for retaining high-value customers and managing outstanding accounts receivable. Your role combines strategic customer relationship management with disciplined collections oversight, ensuring our clients receive exceptional service whilst maintaining healthy cash flow for the organisation. You'll report directly to management and act as the primary point of contact for escalated customer concerns and complex collection matters.

Responsibilities

• Supervise and mentor a team of customer retention and collections specialists, setting performance standards and providing ongoing coaching
• Develop and execute retention strategies aimed at minimising customer churn and increasing lifetime value
• Manage collections activities, including payment recovery, account follow-up, and resolution of disputed invoices
• Monitor key performance metrics such as customer retention rates, collections efficiency, and accounts receivable ageing
• Build and maintain positive relationships with customers whilst ensuring contractual obligations are met
• Investigate and resolve customer grievances and complex account issues with professionalism and discretion
• Prepare regular reports and dashboards for senior management tracking retention and collections progress
• Collaborate with finance, sales, and operations teams to align customer retention efforts with broader business objectives

Requirements

• Proven experience in a supervisory or team lead role within customer service, collections, or retention environments
• Strong understanding of collections processes, credit management, and customer relationship best practices
• Excellent communication and interpersonal skills, with the ability to handle difficult conversations professionally
• Demonstrated ability to analyse data, track performance metrics, and use insights to drive improvement
• Proficiency with CRM systems and MS Office (Word, Excel, Outlook)
• Self-motivated and capable of working independently in a remote environment
• High level of integrity and discretion when handling sensitive financial and customer information

Why Join Prime System Solutions

Prime System Solutions values team members who are driven to deliver results and make a meaningful impact. As a remote position, this role offers flexibility to work from anywhere in South Africa whilst contributing to a company that prioritises professional development and a collaborative workplace culture.

Applying for This Role

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there.