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 lead a team of Customer Care Executives, providing guidance and support to deliver exceptional customer service.
• Lead and mentor a team of Customer Care Executives, fostering a positive and productive work environment. • Handle complex customer inquiries and complaints, ensuring timely and satisfactory resolutions. • Develop and implement strategies to enhance customer satisfaction and retention. • Monitor and analyze customer feedback to identify areas of improvement. • Collaborate with other departments to ensure seamless customer experiences. • Ensure compliance with company policies and procedures, especially regarding data privacy and security. • Maintain accurate records and documentation of customer interactions and collections activities. • Provide regular performance feedback and coaching to team members. • Stay updated with industry trends and best practices in customer care and collections. • Represent the company professionally and maintain a positive brand image.
• A minimum of 5 years of experience in a customer care or collections leadership role. • Proven track record of successful team management and mentorship. • Excellent communication and interpersonal skills, with the ability to build strong customer relationships. • Strong problem-solving and decision-making abilities. • Proficiency in using customer relationship management (CRM) systems and Microsoft Office suite. • Ability to work independently and manage multiple priorities effectively. • Excellent time management and organizational skills. • A customer-centric mindset with a focus on delivering exceptional service. • Strong analytical skills to interpret data and make informed decisions. • Willingness to continuously learn and adapt to new industry developments.