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Job Description: International Voice Process - Collections Executive
Job Title:
Job Summary
International Collections Voice Process
Key Responsibilities
- Contact customers via outbound and inbound calls regarding overdue accounts.
- Follow up on pending payments and ensure timely recovery of outstanding balances.
- Negotiate payment plans and settlement options within company guidelines.
- Resolve customer queries related to invoices, billing, and payment issues.
- Maintain accurate records of customer interactions in CRM systems.
- Meet daily, weekly, and monthly collection targets.
- Ensure compliance with company policies, client requirements, and collection regulations.
- Escalate complex cases to supervisors when required.
- Deliver excellent customer service while maintaining professionalism during difficult conversations.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong negotiation and persuasion skills.
- Ability to handle objections and resolve conflicts effectively.
- Good listening and problem-solving abilities.
- Basic computer proficiency and familiarity with CRM tools.
- Ability to work in night shifts and rotational schedules.
- Target-oriented with strong attention to detail.
Qualification
- Graduate/Undergraduate (depending on company requirements).
- Prior experience in international collections, customer service, AR collections, or BPO voice process is preferred.
- Freshers with excellent communication skills may also be considered.
Key Competencies
- Customer Focus
- Negotiation Skills
- Time Management
- Attention to Detail
- Team Collaboration
- Adaptability and Resilience
Performance Metrics
- Collection Recovery Rate
- Promise-to-Pay (PTP) Achievement
- Call Quality Scores
- Productivity & Attendance
- Customer Satisfaction
Preferred Experience:
