CRM Executive(Collection and Recharge)

Job Description – CRM Executive – Recharge & Collections

Position: CRM Executive – Recharge & Collections

Location: Coimbatore

Job Summary

The Executive – Cable Recharge & Collections will be responsible for processing cable TV, IPTV recharges and renewals, following up with Local Cable Operators (LCOs) and subscribers for payments and maintaining accurate transaction records. This is an office-based role involving telephone and digital payment follow-ups, coordination with accounts for payment verification, and technical support coordination for service activation.

Key Responsibilities

Recharge & Renewal Operations

• Process recharges, renewals, activations, and deactivations through the Subscriber Management System (SMS) or recharge portal against authorized requests.
• Verify subscriber ID, set-top box details, package, validity and confirmed payment or approved wallet balance before processing.
• Follow up with LCOs for timely renewals.

Payment Follow-up & Collections

• Follow up on subscription dues and outstanding balances through calls, email and approved messaging channels.
• Share approved account statements and company payment details; track payment commitments and follow up on missed dates.
• Work towards assigned collection targets and escalate overdue accounts or payment disputes to the reporting manager.

Payment Verification & Reconciliation

• Obtain payment references and coordinate with accounts to confirm receipt of funds before updating balances or processing recharges.
• Issue or arrange authorized receipts after payment confirmation and record the relevant subscriber or LCO account details.
• Prepare daily recharge and collection reconciliations for independent verification by accounts; report discrepancies and unallocated payments.
• Process refunds, reversals, credit adjustments, discounts, or payment extensions only after the required approval.

Package & Subscriber Management

• Process package upgrades, downgrades, and channel changes as per authorized requests and approved pricing.
• Maintain accurate subscriber, STB, contact, package, payment, and renewal records.
• Check transaction status to prevent duplicate recharges and incorrect account updates.

LCO & Customer Support

• Assist LCOs and subscribers with recharge procedures, package details, payment queries, and renewal status.
• Record complaints and coordinate with the headend or CAS support team for failed recharges and activation issues.
• Follow up until resolution and confirm service restoration with the LCO or subscriber.

Reporting & Documentation

• Maintain daily reports of recharges, collections, outstanding dues, payment commitments, and pending complaints.
• Use company-approved payment channels and protect subscriber information, transaction records, and system credentials.
• Maintain clear handover records and communicate professionally during all payment follow-ups.

Desired Skills & Competencies

• Basic understanding of cable TV & IPTV packages, STBs, subscriptions, and recharge processes.
• Good telephone communication and payment follow-up skills in Tamil, with working knowledge of English.
• Good working knowledge of CRM systems used for ISP, IPTV, and Cable TV operations, including subscriber management, billing, recharges, renewals, and payment tracking.
• Good working knowledge of MS Excel, including formulas, sorting, filtering, lookups, and preparation of reconciliation reports.
• Basic knowledge of invoices, receipts, account statements, and payment reconciliation.
• Accuracy, integrity and the ability to manage recharge requests alongside payment follow-ups.
• Prior hands-on experience working with numbers, large customer databases and high volumes of transaction data, with strong accuracy and attention to detail.

Working Hours & Weekly Off

• Candidates must be willing to work in either of the following two shifts on a rotational basis, as per the assigned roster:
• Shift 1: 7:00 AM to 3:00 PM.
• Shift 2: 2:00 PM to 10:00 PM.
• Working on Sundays is mandatory. The weekly off will be on a weekday, as per the assigned roster.

Qualifications

• Diploma / Bachelor's Degree in Commerce, Business Administration, Computer Applications, or a related field.

Experience

• 1–3 years of experience in recharge operations, billing, payment follow-up, collections, or customer support.
• Experience in MSO, Cable TV, DTH, ISP, or telecom operations will be preferred.
• Prior experience using CRM systems and Excel to maintain, verify, and reconcile large subscriber and payment datasets is required.

What We offer:

Opportunity to work on innovative projects with a talented and passionate team.

Professional growth and development opportunities.

Location:Coimbatore, Tamil Nadu (Work from Office)

How to apply:

Please send your resume detailing your relevant experience and why you are a good fit for this role to [Confidential Information] or whatsapp: 6366226794.