About this role
As a FOS, you will be the front-line support for customers, providing excellent service and building strong relationships. Your role is crucial in maintaining customer satisfaction and ensuring a positive brand image. You will collaborate with the CCE team to resolve customer inquiries, manage collections, and maintain a high level of professionalism.
• Handle customer inquiries and provide timely, accurate responses via phone, email, and chat. • Collaborate with the CCE team to ensure a seamless customer experience and efficient complaint resolution. • Manage and prioritize a high volume of customer interactions, ensuring prompt attention to each case. • Maintain accurate records of customer interactions and collections activities. • Identify and escalate potential issues or complaints to the appropriate team leads or managers. • Assist in collections processes, including following up on overdue payments and resolving payment disputes. • Ensure compliance with company policies and procedures, especially regarding data privacy and security. • Stay updated with product knowledge and industry trends to provide accurate information to customers. • Actively contribute to team discussions and share best practices for improved customer support. • Maintain a positive and professional attitude, representing the company's values and culture.
• A high school diploma or equivalent is required; a college degree in a related field is preferred. • Minimum 2 years of experience in customer support or a similar role, preferably in a collections environment. • Excellent communication skills, both verbal and written, with the ability to adapt to different customer needs. • Strong problem-solving and critical thinking abilities, with a customer-centric approach. • Proficiency in using CRM systems and other customer support tools. • Ability to work independently and manage a high volume of tasks efficiently. • Excellent time management and organizational skills, with attention to detail. • A positive and friendly attitude, with a passion for delivering exceptional customer service. • Basic knowledge of collections processes and debt recovery is an asset. • Willingness to continuously learn and adapt to new technologies and industry practices.