Customer Service and Collections Support

Responsibilities:

Customer Support:

• Handle inbound and outbound calls, emails, and chat inquiries from customers.
• Provide assistance with billing questions, account inquiries, product/service information, and technical support.
• Process orders, address service issues, and resolve complaints in a professional and timely manner.
• Update and maintain customer account information in the database.
• Coordinate with internal teams (sales, technical support, etc.) to resolve customer concerns.
• Offer a positive customer experience by ensuring that all concerns are addressed appropriately.

Collections Support:

• Monitor and manage overdue accounts, ensuring timely follow-up on outstanding balances.
• Contact customers by phone, email, or mail to collect overdue payments and resolve disputes.
• Negotiate payment plans and settlements based on company policies.
• Document collection efforts and maintain accurate records of customer communications and payment status.
• Collaborate with customers to ensure they understand their payment obligations and assist with payment options.
• Escalate unresolved collections issues to senior management or legal team as necessary.
• Assist in tracking and reporting on collections metrics, including outstanding balances and recovery rates.

Additional Responsibilities:

• Maintain a professional and empathetic tone during all customer interactions, especially when dealing with late payments or difficult situations.
• Stay informed about company products, services, policies, and industry trends to provide accurate and up-to-date information to customers.
• Participate in training and development programs to enhance skills and performance.
• Ensure compliance with relevant laws, regulations, and company policies related to customer service and collections activities.

Requirements:

• Bachelor's Degree in any field of study, a plus in English, Literature, Mass Communication
• Previous experience in customer service, collections, or a related field (1–2 years preferred).
• Strong communication skills (verbal and written) and active listening abilities.
• Ability to remain calm and professional in stressful situations.
• Basic knowledge of billing systems, payment processes, and collections procedures.
• Strong problem-solving abilities and attention to detail.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook).
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.