Collections agents - bgc siteTata Group

Mission/ Core purpose of the Job: Responsible for resolving customer escalations related to past due balance, payments and promise to pay arrangements Must have problem-solving skills, work well in a team-oriented environment, and provide an excell Mission/ Core purpose of the Job: Responsible for resolving customer escalations related to past due balance, payments and promise to pay arrangements Must have problem-solving skills, work well in a team-oriented environment, and provide an excellent customer experience. Must reach and sustain pre-defined call handling and sales goals on a weekly/monthly basis. Key Responsibilities: Handle inbound and outbound calls made to customer for the purpose of collecting overdue payments. Call customers to resolve bill disputes Document every interaction with a customer in the appropriate location on the account or ticket system Handle first and second level escalations Escalate pursuant to the SOPs through tickets, emails and calls to seek guidance and escalate any issues that require complex support Accurately use the Collection Manager system to inform interactions with customers (autodial/manual calls) to alert of past due balances & collections treatment status. Maintain a collaborative dialogue with the objective to retain the customer and collect the funds owed, and as required set-up promise to pay arrangements (PTP). Monitor the collections treatment status within Collections Manager system and ensure all orders are processing correctly. Schedule tasks in Collections Manager system calendar to ensure timely follow up to collect the balance due per customer's request or PTP arrangement. Report customer impacting issues related to billing system, payment system, or Collections Manager system to collections supervisor immediately. Example-if services are suspended, and service does not automatically resume after payment is applied. Document the details of interaction with the customer in both the billing system and Collections Manager system. Assist with payment queue overflow as directed Collaborate with customer service agents or collections supervisor to resolve customer disputes concerning issues related to payments, credits, discounts, and other billing disputes. Job Qualifications: Knowledge, Skills and Abilities: Must be knowledgeable in telecommunications industry, products, services, and customer service activities. Promote sales, retain customers, and ensures customer satisfaction. Demonstrate ability to listen effectively and verbally communicate information regarding numerous products and procedures provided by the company for customers and/or interaction with service personnel; demonstrate ability to accurately log verbally received information in written and/or electronic format. Communicate effectively when handling customer inquiries/complaints or when communicating with service in other departments. Excellent command of the English language required. Multi-language speakers encouraged. Must have knowledge in windows applications such as but not limited to Excel, Word, Outlook, and Access database applications. Competent using technology-based applications i.e., Internet, cell phones, or equivalents. Staying up to date on the latest data/entertainment technology and devices, such as Wi-Fi, data services, TV entertainment devices a must. Ability to use a keyboard and 10-key calculator proficiently. Must be able to work well with others under stressful, time restricted conditions, displaying patience and tolerance to relay and obtain information and create and maintain positive rapport with customers and co-workers. Must have problem-solving skills, work well in a team-oriented environment, and provide an excellent customer experience. Adherence to Company policies and procedures regarding customer service, product lines/campaigns/promotion, collections, design, installation, repair, commercial accounts, associated billing systems and databases, as provided and recommended. Ability to support and promote the company's Declaration of Principles, Basic Principles and Company Code of Business Conduct and Ethics. Must be able to Adhere to company confidentiality, proprietary and customer account information. Demonstrate consistent, reliable attendance by showing up for work as scheduled with a positive enthusiastic attitude. Ability to work a rotating schedule. Collaboration: Responsibility towards: Direct reports: None Matrix reports: None Key customers: Customers, dealers / retailers, service centres and customer service operations Key suppliers: Team Leader (Operations), Workforce Management, QA, etc. Job Requirements Graduate in any stream Previous experience of working in Collections contact centre, is desired 0 to 2+ years' experience working in a Voice Contact centre, preferably Telecom domain Proficient in Microsoft Office applications Possess strong customer service orientation and proven excellent customer service skills Demonstrate ability to interpret customer needs correctly Possess politeness, confidence, tact, patience, politeness, and diplomacy while dealing with complex problems and irate customers Possess a good work attitude and must be meticulous, organized, reliable and able to handle work pressure well Independent and able to work under minimal supervision. Competencies Functional Excellence - Identifies the problem by understanding its nature & its component parts & the relation between them. Generates timely
Monster

Philippines
Permanent
Full-time