About this role
As a Coll - EXE, you will be responsible for overseeing the customer care and collections process, ensuring a seamless and efficient experience for our clients. Your role will involve managing a team of Customer Care Executives (CCEs) and providing guidance and support to ensure high-quality service. You will also collaborate with other departments to resolve complex customer issues and maintain positive relationships.
• Oversee and manage a team of CCEs, providing leadership and guidance. • Handle complex customer inquiries and complaints, ensuring timely and effective resolutions. • Monitor and evaluate team performance, providing feedback and coaching as needed. • Collaborate with other departments, such as finance and operations, to streamline the collections process. • Implement and maintain efficient customer care and collections policies and procedures. • Ensure compliance with company standards and regulations in the collections process. • Analyze customer data and trends to identify areas for improvement and develop strategies. • Build and maintain strong relationships with key clients and stakeholders. • Stay updated on industry trends and best practices in customer care and collections. • Lead and participate in team meetings, providing direction and sharing insights.
• A minimum of 5 years of experience in a customer care or collections role, with at least 2 years in a leadership position. • Proven track record of successfully managing and motivating a team. • Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues. • Strong problem-solving and analytical skills, with a customer-centric approach. • Proficiency in using customer relationship management (CRM) systems and other relevant software. • Ability to work independently and manage multiple priorities effectively. • Excellent organizational skills and attention to detail. • Flexibility to adapt to changing work environments and priorities. • A degree in Business Administration, Customer Service, or a related field is preferred. • Willingness to continuously learn and stay updated on industry developments.