Customer Collection & Retention || ACT Fibernet || Bangalore

Company Name :- ACT FIBERNET Job Title: Team Leader - Customer collection & Retention Executive Department: Customer Care/Retention Industry: Internet Service Provider (ISP) Location: Bangalore Reporting To: Retention Manager/Operations Manager HR SPOC : Himanshu Alane / 7887722231 Key Responsibilities: 1. Customer Collections: Follow up with customers for outstanding payments through calls, messages, and visits (if needed). Maintain daily collection records and update CRM systems accordingly. Coordinate with the billing and accounts team for reconciliations and payment verifications. Resolve customer billing issues or disputes to ensure timely payments. 2. Customer Retention: Reach out to customers planning to discontinue services to understand their concerns. Offer suitable retention plans or resolutions to retain customers. Ensure high customer satisfaction through effective communication and problem-solving. Track and report churn rates and reasons for disconnection. 3. Customer Relationship Management: Maintain positive relationships with existing customers to ensure continued usage. Act as a bridge between technical, billing, and support teams to address customer concerns quickly. 4. Reporting & Documentation: Prepare daily, weekly, and monthly collection and retention reports. Maintain accurate documentation of interactions and outcomes with customers. Key Skills & Competencies: Excellent communication and negotiation skills in English, Kannada, and Hindi (preferred). Customer-centric mindset with strong problem-solving abilities. Basic understanding of billing systems and CRM tools. Ability to work under pressure and meet targets. Qualification & Experience: Minimum 13 years of experience in collections or customer retention, preferably in the telecom or ISP industry. Bachelor's degree in any discipline. Familiarity with local Bangalore customer profiles and geography is a plus. Salary & Benefits: Competitive salary (depending on experience) Travel allowance (if applicable) Health insurance and other employee benefits