Job Description
**This is an example for reference, kindly edit basis role requirement**
We are looking for customer-focused and results-orientated individuals, with sound problem-solving and interpersonal skills, to deliver effective solutions for customers, to enable collections and minimize bad-debt write-offs for our UK-based clients.
KEY RESPONSIBILITIES WILL INCLUDE:
• Query Handling (Inbound, Outbound & Back-office)
o Investigating and responding to a defined range of customer queries or enquiries, to deliver appropriate, accepted resolutions for customers.
o Receiving and responding to queries on low to above average risk accounts and resolving issues for customers to enable settlements of accounts
o Liaising with internal/ external parties to resolve customer queries
o Analyzing and interpreting data on the available systems to resolve customer queries and enable collections.
• Record Maintenance
o Retrieving and updating customer or company information on the relevant IT systems to ensure accurate information is available for processing.
o Correcting customer records based on data gathered (i.e. updating customer contact details and escalating concerns regarding missing / expected data) to enable issues to be resolved.
• Task Processing
o Completing a defined range of transactions using specified processes to ensure accurate processing of information
o Understanding and following the team processes, procedures and policies to enable effective cash collection, including using the correct call structure and targets.
o Acquiring extensive credit control knowledge (training matrix) to enable effective application of skills to maximize performance against targets and departmental KPI’s and to use every opportunity to collect cash and minimize bad debt write offs for the team.
• Workload Reporting
o Providing regular feedback on work in progress and activity levels to your Team Leader via metrics, to ensure workloads are appropriately managed and performance standards met.
o Accurately completing work trackers on a daily basis to enable workloads to be appropriately allocated.
• Procedural Awareness
o Keeping up-to-date on relevant company policy and local procedures to ensure tasks are appropriately handled, first time right.
o Reading and putting into place actions from Team Briefs, Friday messages, Internal Comms Message Updates etc.
Qualifications
**This is an example for reference, kindly edit basis role requirement**
QUALIFICATIONS AND LEVEL OF EXPERIENCE REQUIRED:
• A Matric certificate or equivalent qualification..
• Above-average proficiency in English is an essential requirement, as this is a UK-based client.
• A minimum of 6 months working experience in dual-focus (back-office & voice) Agent/Associate role, within an inbound/outbound contact center environment, in collections is preferred.
• Proficiency in the following Microsoft packages (Word, Excel & Outlook)
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