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 a key member of our Collections team, responsible for overseeing and managing the customer care and collections process. Your role will involve direct interaction with customers, ensuring their inquiries and concerns are addressed promptly and effectively. You will also lead and mentor a team of Customer Care Executives, providing guidance and support to ensure a high standard of customer service.
• Act as the primary point of contact for customers, handling inquiries, complaints, and providing information via various channels (phone, email, chat). • Oversee and manage the day-to-day operations of the Collections team, ensuring efficient and effective customer care. • Lead and motivate a team of Customer Care Executives, providing training and support to enhance their performance. • Implement and maintain best practices in customer service, ensuring a positive and satisfying experience for all customers. • Monitor and analyze customer feedback and trends to identify areas for improvement and implement necessary changes. • Collaborate with other departments to ensure a seamless customer journey, especially in handling complex or escalated cases. • Ensure compliance with company policies and procedures, especially in regards to data protection and customer privacy. • Maintain accurate records and documentation of customer interactions and ensure data integrity. • Provide regular reports and updates to senior management on team performance and customer satisfaction metrics.
• A minimum of 5 years of experience in a customer service or collections role, with at least 2 years in a leadership position. • Excellent communication and interpersonal skills, with the ability to build rapport and maintain professional relationships. • Strong problem-solving and conflict resolution abilities, with a customer-centric approach. • Proficiency in using customer relationship management (CRM) systems and other relevant software. • Ability to work independently and manage a team effectively, with strong leadership and mentoring skills. • Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines. • A proactive and solution-oriented mindset, with a focus on continuous improvement. • Strong analytical skills, with the ability to interpret data and make informed decisions. • A positive and professional attitude, with a commitment to delivering exceptional customer service. • A relevant degree or diploma in Business, Customer Service, or a related field is preferred.