Summary/Objectives
- Responsible for tracking multiple accounts in collecting the company’s debts and ensuring that a highest level of customer retention and satisfaction is maintained.
Main Duties and Responsibilities:
- Manage multiple accounts, ensuring that a high level of customer retention and satisfaction is maintained
- Implement strategies for retaining customers requesting to terminate or downgrade their account
- Handle daily inbound and outbound calls regarding customers wanting to cancel their Home & Entertainment services.
- Ability to negotiate agreement terms, potential upgrades and make appropriate offers regarding account cancellations and /or transfer requests.
- Build positive working relationships with customers for repeat businesses.
- Perform customer negotiations and reach a fair conclusion from both business and customer perspectives.
- Consistent demonstration of appropriate work habits, behaviour and a positive attitude towards co-workers and administration
- Being able to assist team members in resolving customer issues in a timely manner whilst applying good customer service
- Handling customer / client escalation issues
- Assist in processing current and future customer payments
- Ensuring payment arrangements are consistent with company guidelines
- Reviewing and monitoring delinquent accounts
- Record all relative information into the collections system regarding collection calls
- Making account recommendations to management as needed
- Ensuring relevant targets/ goals are met for respective team accounts
- Ensuring Compliance as per respective account is being adhered to
Academic qualifications:
- Minimum of five CXC’s inclusive of English Language and a Numeric Subject
- Minimum 1 year experience in a Customer Service/Retention/Collections
Functional Skills:
- Excellent Customer Service skills; phone etiquette
- Negotiations/Collections experience
- Advanced Computer skills
- Demonstration of composure & patience when dealing with customers
- Communication proficiency
- Ability to multi-task effectively
- Attention to detail and organized
- Work independently
