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 primary point of contact for customers, ensuring their inquiries and concerns are addressed promptly and effectively. Your role is crucial in maintaining customer satisfaction and loyalty. You will work closely with the Collections team to resolve customer issues, provide accurate information, and offer tailored solutions.
• Handle customer inquiries and complaints via phone, email, and live chat, ensuring a timely and professional response. • Provide accurate and up-to-date product/service information to customers, keeping them well-informed. • Resolve customer issues and complaints, offering suitable resolutions and alternatives. • Build strong customer relationships by offering a personalized and friendly service experience. • Collaborate with the Collections team to identify and address customer pain points, improving overall customer satisfaction. • Maintain accurate records of customer interactions and feedback for future reference and analysis. • Stay updated with the latest company policies, procedures, and product knowledge to offer accurate guidance. • Escalate complex or sensitive customer issues to the appropriate team leads or managers for further action. • Conduct regular customer satisfaction surveys and analyze feedback to identify areas of improvement. • Ensure compliance with company policies and procedures, maintaining a high standard of customer service.
• A high school diploma or equivalent is required, with a preference for a college degree in a related field. • Minimum 2 years of experience in a customer care or collections role, preferably in a financial services environment. • Excellent communication skills, both verbal and written, with the ability to adapt to different customer needs. • Strong problem-solving and critical thinking abilities, with a customer-centric approach to issue resolution. • Proficiency in using customer relationship management (CRM) systems and Microsoft Office suite. • Ability to work independently and manage a high volume of customer interactions efficiently. • Excellent time management and organizational skills, with the ability to prioritize tasks effectively. • A customer-oriented mindset, with a passion for delivering exceptional service and building long-term relationships. • Willingness to continuously learn and adapt to new technologies and customer service best practices. • Strong work ethic, with a commitment to maintaining high standards of customer satisfaction and loyalty.