Collection Representative

Collection Representative

Collection Representative responds to customer queries and provides resolution, support and assistance to the customers who calls pertaining to existing/new queries on services provided by the client. The Agent will play an integral role in improving the customer experience by providing fast, friendly and effective service with accurate and personal solutions to customer enquiries.

Roles & Responsibilities:

• Revert on calls to customer on a variety of issues
• Update and process information accurately into the system(s)
• Resolve customer problems in a timely manner
• Take ownership & deliver on customer commitments
• Liaise with others within the process in the event where a customer query cannot be resolved at first point of contact
• Clear Communication - during all conversations with customers, uses simple English that delivers information and solutions in an easy manner
• Professional Focus - demonstrates a high level of personal and professional integrity when dealing with customers as well as treats all customers with empathy, respect and consideration.
• Ability to solve problems – look for solutions aligned to customer's perspective and deliver on all commitments
• Teamwork – consistently work together, trust each other and engage in

Key Results:

• External Performance Measurements - ask relevant external groups to evaluate various program activities – usually through surveys of individuals within these groups – related to the services they have experienced
• Internal Performance Measurements - used to assess and monitor the internal operation of an organization.

Role Holder Profile:

• A. Preferred educational qualifications: Minimum SSC (10th) passed.
• B. Preferred work experience: Fresher/Experienced with minimum 1 year of experience in a BPO/related industry
• C. Skills and Competencies:
• i. Functional / Technical: Computer literate eg. Outlook, Word, Internet Explorer Typing skills: Process specific cut offs Verbal and written English communication
• ii. Behavioral: Professional & Courteous in mannerisms Ability to liaise with customers at all levels Ability to handle and resolve complex customer calls
• D. Corporate Values Must demonstrate Firstsource values – REACCH that acts as our north star, helping us achieve our goals in a uber competitive, digital-first world while meeting customer and investor demands for social responsibility.
• R isk - Taking Dare to go beyond Challenge status quo every day. Be strategic. Be ambitious. Be resilient.
• E xecution Excellence Strive to be the best
• A gility Move ahead of time quickly Stay nimble, adapt fast and learn constantly with a 'Digital First' mindset.
• C ustomer First Keep customers at the heart of every action.
• C redibility Instil trust, confidence and accountability Seek answers rooted in 'what's right' and not 'who's right'.
• H umaneness Be fair, respectful, transparent and sensitive