Job Summary:
This role will be responsible for contacting customers to collect outstanding payments, resolving billing issues, and negotiating payment plans. This role requires excellent communication skills, a strong understanding of financial processes, and the ability to handle sensitive information with discretion.
Key Responsibilities:
- Contact customers via phone to collect outstanding payments.
- Negotiate payment plans and terms with customers.
- Resolve billing issues and discrepancies.
- Maintain accurate records of customer interactions and transactions.
- Follow up on payment commitments and ensure timely resolution.
- Collaborate with internal departments to address customer concerns.
- Adhere to company policies and procedures regarding collections.
- Provide exceptional customer service and maintain a professional demeanor.
- Liaise effectively with other members of the Call Centre, other departments, and business partners to resolve inquiries and requests, where applicable.
- Coordinate closely with unit leaders and management in managing individual call time and volume (i.e., AUX, ACW) and act appropriately to achieve service targets.
- Participate in training to ensure continuous enhancement of skills and knowledge to deliver quality service.
- Perform other responsibilities and duties periodically assigned by the supervisor to meet operational and/or other requirements.
Minimum Job Requirements
- Education – Diploma, Degree holder in any discipline and/or non degree holders with strong related working experience.
- Experience – Relevant experience, preferably at least one year in Customer Service / Call Centre.
- Demonstrated experience in customer service.
- Passion for excellence with respect to treating and caring for customers.
- Highly developed sense of integrity and commitment to customer satisfaction.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Possess a strong work ethic and team player mentality.
- Ability to handle and manage customer complaints.
- Has a pleasant, patient and friendly attitude.
- Strong detail orientation and communication/listening skills.
- Willingness to work a flexible schedule and occasional overtime when needed.
- Fresh graduates are encouraged to apply.
