B-2-B Collector

Job Purpose:

To process transactions / to handle calls/Chat to the end customers with compliance to SOPs as defined by the client.

Profile Requirement

⮚ Contact customers daily for Collection activities as per the requirement via Email/Inbound/Outbound calls/Chat

⮚ Good understanding of OTC Lifecycle, B2B Business

⮚ Meet the required productivity metrics as per defined target for the line of business

⮚ Review the account for credit payments, arrears, dispute status and make recommendations to Team lead or Supervisor as per the SOP

⮚ Negotiate customer disputes to resolution and documents the root cause as per the SOP

⮚ Resolving customer queries on the first call for customer led experience

⮚ Influencing and negotiating with the customers to ensure a satisfactory outcome for both the parties (client/customer) 

⮚ Provide customer service and develops relationships with internal/external customers and suppliers

⮚ Liaising with the cash application team, customer service, dispute management, billing team and dealers/suppliers for faster resolution as per the SOP

⮚ 100% Work from Office.

Competencies/Skills: 

⮚ Excellent telephonic handling soft skills/interpersonal skills 

⮚ Good oral & written communication to communicate with internal and external stakeholders

⮚ Customer focused, enthusiastic and flexible to be approached for win-win situation 

⮚ Ability to adapt and work in a targeted environment as per the process requirement

⮚ Good analytical thinking, questioning, negotiating and influencing skills 

⮚ Adaptable to change and ability to work under pressure to meet the monthly targets/deadlines

⮚ Should be customer centric and be focused on delivering excellence as per the process

⮚ Basic keyboard proficiency and multitasking while handling calls

⮚ Ability to work with the team and focus on the assigned accounts

⮚ Should be willing to work in night shifts / month end extension as per the client request

⮚ Effective MS office skills (MS Excel)