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 and managing the customer care and collections process. This role requires excellent communication skills and the ability to build strong relationships with customers. You will be the primary point of contact for customers, ensuring their inquiries and concerns are addressed promptly and effectively.
• Manage and oversee a team of Customer Care Executives, providing guidance and support. • Handle complex customer inquiries and complaints, ensuring timely and satisfactory resolutions. • Monitor and analyze customer feedback to identify areas of improvement and implement strategies to enhance customer satisfaction. • Collaborate with other departments to ensure smooth operations and efficient issue resolution. • Conduct regular performance evaluations and provide constructive feedback to team members. • Develop and implement strategies to improve collections efficiency and reduce outstanding balances. • Stay updated with industry trends and best practices in customer care and collections. • Ensure compliance with company policies and procedures, as well as relevant regulations. • Maintain accurate records and documentation of customer interactions and collections activities.
• A minimum of 5 years of experience in a customer care or collections role, with at least 2 years in a leadership position. • Excellent interpersonal and communication skills, with the ability to build rapport and resolve conflicts. • Strong problem-solving and analytical skills, with a customer-centric approach. • Proficiency in using customer relationship management (CRM) systems and collections software. • Ability to work independently and manage multiple priorities effectively. • Excellent time management and organizational skills. • A proactive and results-driven mindset, with a focus on continuous improvement. • Strong leadership and team management skills, with a track record of mentoring and developing team members. • A degree in Business Administration, Customer Service, or a related field is preferred. • Previous experience in a similar industry or with a focus on collections is an asset.