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 the customer care and collections process, ensuring efficient and effective resolution of customer inquiries and complaints. You will lead a team of Customer Care Executives, providing guidance and support to deliver exceptional customer service. Your role will involve close collaboration with various departments to enhance our overall customer experience.
• Oversee and manage a team of Customer Care Executives, providing leadership and guidance. • Handle complex customer inquiries and complaints, ensuring timely and satisfactory resolutions. • Implement and maintain efficient customer care and collections processes and procedures. • Collaborate with other departments to streamline customer service and collections workflows. • Monitor and analyze customer feedback and satisfaction metrics, identifying areas for improvement. • Ensure compliance with company policies and procedures, as well as relevant industry regulations. • Train and mentor team members to enhance their customer service and collections skills. • Conduct regular performance evaluations and provide constructive feedback to team members. • Stay updated on industry trends and best practices in customer care and collections. • Represent the company professionally and maintain strong relationships with customers.
• Minimum of 5 years of experience in a customer care or collections leadership role. • Proven track record of successfully managing and leading a team of customer care professionals. • Excellent communication and interpersonal skills, with the ability to build strong relationships. • Strong problem-solving and decision-making abilities, with a customer-centric approach. • Proficiency in using customer relationship management (CRM) systems and tools. • Ability to work independently and manage multiple priorities effectively. • Strong organizational skills and attention to detail. • Flexibility to adapt to changing business needs and priorities. • Excellent time management and the ability to meet deadlines. • A positive and collaborative attitude, with a passion for customer service excellence.