About this role
As a Coll - EXE, you will be responsible for overseeing the 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 is crucial in maintaining positive customer relationships and driving business success.
• Oversee the daily operations of the collections team, ensuring smooth and efficient workflow. • Handle complex customer inquiries and complaints, providing timely and accurate resolutions. • Lead and mentor a team of customer care executives, fostering a positive and collaborative work environment. • Implement and monitor performance metrics, identifying areas for improvement and implementing strategies to enhance productivity. • Collaborate with other departments to ensure seamless customer service across the organization. • Stay updated with industry trends and best practices in customer service and collections. • Develop and maintain strong relationships with key clients and stakeholders. • Ensure compliance with data protection and privacy regulations in handling customer information. • Provide regular performance feedback and conduct performance appraisals for team members. • Represent the company at client meetings and industry events, promoting our collections services.
• 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 strong relationships. • Strong problem-solving and decision-making abilities, with a customer-centric approach. • Proficiency in using customer relationship management (CRM) systems and Microsoft Office suite. • Ability to work independently and manage multiple priorities effectively. • Analytical skills to interpret data and make informed decisions. • A proactive and results-driven mindset, with a focus on continuous improvement. • Excellent time management and organizational skills. • Flexibility to adapt to changing business needs and work schedules. • A bachelor's degree in business administration, customer service, or a related field is preferred.