Assistant Manager -Customer Service/Payment Support

Inviting applications for the role of Assistant Manager -Customer Service/Payment Support

Responsibilities:

Team Management: Lead, mentor, and motivate a team of Customer Service & Payment Support specialists and drive the team to achieve performance goals

• Performance Monitoring: Track and evaluate the performance of team members, providing feedback and implementing improvement plans as necessary.

• Training and Development: Conduct regular training sessions to enhance the skills and knowledge of the team regarding debt collection strategies and compliance requirements.

• Compliance Assurance: Ensure all collection activities comply with industry regulations and company policies.

• Reporting: Prepare and present regular reports on team performance, challenges, and achievements to senior management.

• Customer Interaction: Handle escalated customer issues and complaints, ensuring a high level of customer satisfaction.

• Process Improvement: Identify opportunities for process improvements and implement changes to enhance efficiency and effectiveness.

• Adhering to client defined Process Flows: Ensuring all operations activities during customer interactions comply with relevant process flows

• Providing Customer Service: Offering excellent customer service while handling sensitive financial matters, balancing assertiveness with empathy

Qualifications we seek in you:

Minimum Qualifications / Skills:

• Leadership: Ability to inspire and lead a team towards achieving common goals.

• Problem-Solving: Strong analytical skills to identify issues and develop effective solutions.

• Communication: Excellent verbal and written communication skills to interact with team members and customers effectively.

• Adaptability: Ability to work in a 24x7 fast-paced environment and adapt to changing priorities.

• Education Qualification: Graduate or Post Graduate in any field

• Working Window: Mandatory readiness to work during US hours of operations i.e. Evening/ Night shifts (India time) with rotational week offs

• Shift window: 10 Hours shift (9 hours production + 1 hour break)

• Shift timings in IND Hours:

• 5:30 pm - 3:30 am IST

• 7:00 pm - 5:15 am IST

• 09:30 pm - 7:30 am IST

• Advanced knowledge of MS Word & Excel.

• Ability to work in a fast-paced environment where standards of quality and timelines are established.

• High integrity to ensure compliance.

• Ability to work effectively in a team.

• Relevant experience in International Voice Customer Services / Payments Processing related business.