Customer Service Executive

Job Title: Executive Customer Service

Department: Operations [Collections]

Experience: Fresher or Min 1 year in a relevant field

Salary: ₹2.52 - ₹4.2 Lakhs per annum

Shift Timings: US Night Shift (Sunday fixed off & alternate Saturdays working)

Qualification: Pursuing , Any Graduate or Postgraduate.

Job Description:

As an Executive - Customer Service in the Collections department, your primary responsibility will be to communicate with consumers of healthcare and telecommunications providers in the United States to collect on overdue and unpaid bills. You will be engaging with customers over the phone, negotiating overdue payments on behalf of the client. This is a fast-paced role that requires effective communication skills, empathy, and the ability to handle difficult situations professionally.

Key Responsibilities:

• Account Management & Collections: Reach out to consumers (US-based) to resolve overdue payments. Negotiate payments on behalf of healthcare and telecom clients.
• Effective Communication: Use verbal and written communication skills to discuss and resolve account delinquencies in a professional and respectful manner.
• Customer Interaction: Identify reasons for payment delays and determine the best course of action to resolve issues, ensuring customer dignity is maintained throughout.
• Documentation: Maintain detailed records of all communication and collection efforts in accordance with established procedures and compliance policies.
• Problem Resolution: Manage and resolve difficult customer issues while ensuring a positive customer experience.
• Performance Reporting: Communicate regularly with leadership on account statuses, escalations, and follow-up tasks.
• Shift Transition: Start with outbound calls and transition to a blended inbound/outbound environment over time.
• Delinquency Stages: Handle early, mid, and late-stage defaults, first payment defaults, and follow-ups on return payments.

Candidate Requirements:

• Experience: Fresher or a minimum of 1 year of experience in a relevant field.
• Communication Skills: Excellent written and oral communication skills.
• Preferred Experience: Prior third-party collections experience (Healthcare or Telecom preferred). Analytical & Negotiation Skills: Strong decision-making and negotiation abilities.
• Customer Service Orientation: Ability to work in a customer-centric role while maintaining professionalism in all situations.

Skills:

• Strong verbal communication and negotiation skills.
• Ability to manage customer concerns and resolve issues effectively.
• Analytical skills for identifying the cause of delinquency and devising the best course of action.
• Ability to work in a high-paced environment with a focus on achieving targets.
• Good documentation skills to record all activities and communications with customers.
• Enhance your Analytical, Decision-Making, and Negotiation skills.

Perks & Benefits:

• Unlimited Incentive Plan: Transparent Key Responsibility Areas (KRAs) for performance-based incentives.
• Growth Opportunities: Cross-functional growth within 6 months for experienced candidates.
• Insurance Coverage: Free Medical and Life insurance.
• Employee-Friendly Policies: Employee-centric and compliant policies ensuring a healthy work-life balance.
• Transportation: Free Home Pick & Drop transportation, ensuring a comfortable commute.
• Fixed Shifts: Fixed shifts post-training period with minimal changes (based on business needs).

Interested Candidates can apply @renukam@gttfoundation.org

or Contact @8087771557