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    CX Collections Specialist - Bengaluru, India - Quantum Leap Learning Solutions Pvt Ltd

    Quantum Leap Learning Solutions Pvt Ltd
    Quantum Leap Learning Solutions Pvt Ltd Bengaluru, India

    1 week ago

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    Description

    A CX Collections Specialist is responsible for keeping track of customer journeys, identifying customers with unresolved payments, and contacting them at the relevant time in order to collect payments.

    They will be responsible for keeping a record of all outstanding payments, and investigate payment history through contact details.

    They are responsible for coordinating with all internal stakeholders such as Client Servicing, Sales, Marketing, Community management, Business Intelligence and so on, in order to keep fine-tuning the customer's experience.


    A Collections Specialist will work with CX Specialists to find customers who have unpaid collections and then work with those debtors to resolve those debts.


    Job Type :

    Full TimeLocation:

    BangaloreAcademic Qualification:

    Any GraduateLanguage:

    English and HindiDesired Experience:


    At least 3-6 years of experience as a customer experience specialist, customer relationship manager, and/or collections specialists in a corporate environment.

    Also, the candidate should be open to work during weekends. (Compensatory off will be provided)

    Key Roles & Responsibilities:

    Collecting and maintaining a record of all overdue paymentsMaintaining an accurate record of the amount payable and default periodContacting clients via telephone or email with respect to paymentsInvestigating the reason for delay in paymentsEncouraging and arranging plans for timely paymentsKeeping records of all collection activitiesProcessing any refundsMonitoring overdue accounts on a regular basisAddressing any customer queries related to paymentsReviewing and undertaking any account alterationsGranting additional payment period and approving/rejecting any partial payment requestsRecommending collection improvement measuresUpdating accounts receivable statusPreparing and presenting collection reports during auditReviewing all expired or inactive accountsEnsuring the CX strategies are aligned to the larger business goals and outcomesServing as the primary point of contact by Responding to customer queries in a timely and effective manner, via phone, email, chat applicationsAnalyzing customer feedback and Discussing with relevant internal stakeholdersInitiate outbound calls to potential clients, introducing them to our extensive training and coaching programs.

    Thoroughly collect vital business information, encompassing company details, industry insights, contact particulars, and specific training requirements.

    Deliver comprehensive information on our training programs, including pricing, package details, and unique value propositions, to assist clients in making informed decisions.

    Assess leads to determine their level of interest and qualification for our services.
    Maintain meticulous records of all client interactions and data using our CRM system to ensure seamless service delivery.
    Conduct timely follow-up calls with potential clients, addressing additional queries and providing further information.
    Consistently achieve or surpass weekly and monthly call volume targets.


    Desired Skills:
    Extensive experience in gathering and interpreting customer experience informationSolid knowledge of online customer engagement platforms and channels.

    Proficiency in MS Office, Zoom, as well as CX and CRM softwaresExceptional interpersonal skills and a client-centered approachGreat organizational and time management abilities.

    Superb communication, collaboration, and problem-solving skills.
    Strong empathyGreat communication skillsProactive and reliable dispositionCollaboration and project managementSpeed, flexibility and agility in implementation
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