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 service and maintain high customer satisfaction.
• Manage and oversee a team of customer care executives, providing leadership and direction. • Handle complex customer inquiries and complaints, ensuring timely and accurate resolutions. • Develop and implement strategies to improve customer satisfaction and reduce complaint volumes. • Monitor and analyze customer feedback and trends to identify areas of improvement. • Collaborate with other departments to ensure seamless customer service across the organization. • Train and mentor team members to enhance their customer service skills and knowledge. • Ensure compliance with company policies and procedures, especially regarding data privacy and security. • Maintain accurate records and documentation of customer interactions and resolutions. • Conduct regular performance evaluations and provide constructive feedback to team members.
• Minimum 5 years of experience in a customer care or collections role, with at least 2 years in a leadership position. • Strong knowledge of customer service best practices and collections strategies. • Excellent communication and interpersonal skills, with the ability to build rapport with customers. • Proven track record of successfully managing and motivating a team. • Proficiency in using customer relationship management (CRM) systems and tools. • Analytical skills to interpret data and make informed decisions. • Ability to work independently and manage multiple priorities effectively. • Strong problem-solving and conflict resolution skills. • Flexibility to adapt to changing work environments and customer needs. • A customer-centric mindset and a passion for delivering exceptional service.