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 the face of our company, representing Digitide Solutions Limited to our valued customers. Your primary role is to ensure an exceptional customer experience, building strong relationships, and providing timely and effective solutions. You will lead a team of customer care executives, mentoring and guiding them to deliver the highest standards of service.
• Lead and manage a team of customer care executives, providing mentorship and guidance. • Handle complex customer inquiries and complaints, ensuring timely and satisfactory resolutions. • Develop and implement strategies to enhance customer satisfaction and loyalty. • Collaborate with other departments to ensure a seamless customer journey and efficient issue resolution. • Monitor and analyze customer feedback, identifying trends and areas for improvement. • Train and develop team members, ensuring they are equipped with the skills to excel in their roles. • Maintain a positive and professional company image through excellent customer interactions. • Ensure compliance with company policies and procedures, especially in collections and FOS processes. • Stay updated with industry trends and best practices in customer care and collections. • Report and present key performance indicators to senior management, providing insights and recommendations.
• A minimum of 5 years of experience in customer care, with at least 2 years in a leadership role. • Proven track record of successfully managing and mentoring a team of customer care professionals. • Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers. • 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 multiple tasks simultaneously, prioritizing effectively. • Analytical skills to interpret data and make informed decisions to improve customer service. • A proactive and innovative mindset, with a passion for continuous improvement. • Excellent time management and organizational skills, with attention to detail. • A positive and resilient attitude, able to thrive in a fast-paced and dynamic environment.