About this role
As a Coll - EXE, you will be responsible for managing and overseeing the daily operations of the collections team, ensuring efficient and effective customer service. You will act as a key point of contact for customers, providing excellent support and resolving their inquiries and complaints. Your role will involve strategic planning, team management, and implementing best practices to enhance our collections process.
• Manage and lead a team of customer care executives, providing guidance and support. • Handle complex customer inquiries and complaints, ensuring timely and satisfactory resolutions. • Develop and implement strategies to improve customer satisfaction and retention. • Monitor and analyze team performance, identifying areas for improvement and training needs. • Collaborate with other departments to ensure a seamless customer experience across the organization. • Stay updated with industry trends and best practices in customer service and collections. • Ensure compliance with company policies and procedures, as well as relevant regulations. • Maintain accurate records and documentation of customer interactions and team performance. • Provide regular performance feedback and conduct performance appraisals for team members. • Represent the company at client meetings and conferences, building strong relationships.
• A minimum of 5 years of experience in a customer service or collections role, with at least 2 years in a leadership position. • Proven track record of successful team management and customer satisfaction improvement. • Excellent communication and interpersonal skills, with the ability to build rapport with customers. • Strong problem-solving and analytical skills, with a customer-centric approach. • Proficiency in using customer relationship management (CRM) systems and other relevant software. • Ability to work independently and manage multiple tasks simultaneously. • Flexibility to adapt to changing priorities and a fast-paced work environment. • Excellent organizational and time management skills. • A degree in Business Administration, Customer Service, or a related field is preferred. • Willingness to undergo further training and development to stay updated with industry practices.