Associate Service Specialist (Collections -. Care Operations)

Key Responsibilities:

Credit Collection:

• Proactively contact distributors via phone or email to remind them of overdue payments and negotiate payment timelines.

• Assess the creditworthiness of distributors and identify potential risks of delayed payments.

• Provide detailed account summaries, including outstanding balances, payment history, and applicable penalties.

• Maintain accurate and up-to-date records of all payment-related communications in the CRM system.

• Collaborate with the finance and legal teams to escalate cases of persistent non-payment and assist in legal or arbitration processes.

• Develop strategies to reduce aging accounts receivables and minimize default rates.

Telesales:

• Conduct high-volume outbound calls to pitch products or services to prospective and existing customers.

• Identify customer needs through active listening and provide tailored solutions or offers.

• Keep updated with product knowledge, features, and current promotions to ensure accurate information delivery to customers.

• Follow up on leads generated through marketing campaigns and convert them into sales.

• Build a pipeline of prospective clients by maintaining regular communication and ensuring their future business needs are met.

• Handle objections effectively and provide persuasive arguments to close sales deals.

• Record customer details, sales activities, and feedback accurately to track progress and refine sales strategies.

Customer Communication & Issue Resolution:

• Address payment-related queries from distributors with patience and professionalism.

• Act as the first point of contact for customers regarding product/service inquiries, complaints, or feedback.

• Resolve disputes over payment discrepancies by investigating account records and providing clear explanations.

• Ensure customer concerns are resolved promptly and escalate complex issues to the relevant department.

• Develop rapport with customers to foster trust and long-term relationships.

Reporting & Analysis:

• Prepare and share detailed daily, weekly, and monthly reports on collections and sales performance.

• Track KPIs such as collection success rate, sales conversion rate, and call metrics (e.g., number of calls made, average handling time).

• Identify trends in late payments or declining sales and suggest actionable strategies for improvement.

• Monitor the efficiency of scripts or communication methods and recommend updates to enhance results.