About this role
Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.
For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.
With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.
As a Coll - EXE, you will be responsible for overseeing and managing the customer care and collections process. You will lead a team of Customer Care Executives, ensuring efficient and effective customer support and collections strategies. Your role is crucial in maintaining positive customer relationships and driving successful debt recovery.
• Lead and mentor a team of Customer Care Executives, providing guidance and support to ensure high-quality customer service. • Oversee the entire customer care and collections process, including call handling, email responses, and chat support. • Implement and monitor collections strategies, ensuring compliance with legal and company policies. • Analyze customer data and provide insights to improve collections performance and customer satisfaction. • Collaborate with other departments to resolve complex customer issues and escalate cases as needed. • Ensure timely and accurate documentation of all customer interactions and collections activities. • Maintain a positive and professional company image through excellent customer service and ethical collections practices. • Stay updated with industry trends and best practices in customer care and collections management. • Conduct regular performance reviews and provide feedback to team members for continuous improvement.
• A minimum of 5 years of experience in customer care or collections, with at least 2 years in a leadership role. • Strong knowledge of customer service principles and collections strategies. • Excellent communication and interpersonal skills, with the ability to build rapport with customers. • Proficiency in using customer relationship management (CRM) systems and collections software. • Analytical skills to interpret data and make informed decisions. • Ability to work independently and manage a team effectively. • Flexibility to adapt to changing work priorities and customer needs. • Strong problem-solving skills and a customer-centric approach. • A positive and professional attitude, with a focus on continuous improvement. • A relevant degree or diploma in business, customer service, or a related field is preferred.