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 FOS (First-of-Service) representative, you will be the first point of contact for customers with collections-related inquiries. Your role is crucial in maintaining positive customer relationships and ensuring a smooth collections process. You will collaborate with our Customer Care Executives to provide an exceptional experience, handling sensitive customer data with care and confidentiality.
• Answer incoming calls and chats from customers regarding collections and payments. • Provide accurate and timely information to customers, ensuring a high level of service. • Resolve customer complaints and queries, offering suitable solutions and alternatives. • Maintain a professional and courteous demeanor at all times, representing the company's brand. • Collaborate with the CCE team to ensure a seamless customer journey, especially during the collections process. • Document and record customer interactions, maintaining detailed and organized records. • Identify and escalate complex or sensitive customer issues to the appropriate team leads. • Stay updated with company policies and procedures, especially regarding collections and customer service. • Actively contribute to a positive and supportive team environment, fostering collaboration.
• A high school diploma or equivalent qualification is required. • Previous experience in a customer service role, preferably in collections or a related field. • Excellent communication skills, both verbal and written, with the ability to adapt to different customer needs. • Strong problem-solving abilities and a customer-centric approach to issue resolution. • Proficiency in using computer systems and customer relationship management (CRM) software. • Ability to work independently and manage a high volume of customer interactions. • A proactive and positive attitude, with a focus on delivering exceptional customer experiences. • Willingness to undergo training and stay updated with industry best practices. • Basic knowledge of collections processes and regulations is preferred.