Customer Support Executive

About the Role

We are seeking proactive and detail-oriented Collections Agents to manage customer accounts for a leading US Telecom process through voice and chat-based interactions. The role involves maintaining healthy receivables, ensuring timely collections, reducing Days Sales Outstanding (DSO), and resolving billing-related concerns. Candidates will collaborate closely with Billing and Finance teams to address customer disputes, reconcile payments, and ensure accurate communication aligned with billing cycles and payment terms. This is a target-driven environment, where collection goals and recovery targets are assigned to both agents and team leads.

Key Responsibilities

• Handle customer interactions through voice and chat channels with professional communication and strong written etiquette.
• Follow up with customers for outstanding payments and overdue invoices.
• Validate and align billing information with applicable billing cycles.
• Investigate and resolve invoice disputes and payment-related queries.
• Perform payment reconciliation and update collection records accurately.
• Maintain compliance with process guidelines and documentation standards.
• Ensure timely collection efforts across assigned customer accounts.
• Coordinate with internal stakeholders to resolve billing and account discrepancies.

Requirements & Tech Stack

• Experience in B2C Collections for the US Telecom Market is preferred.
• Comfortable working in rotational shifts and rotational week-offs.
• Willingness to work from office in a 24x7 operational environment.
• Strong customer handling and negotiation skills.
• CRM & System Knowledge: Experience working with CRM or ERP tools such as:
• SAP
• Oracle
• Salesforce
• Freshdesk
• Telecom-specific CRM platforms

Qualifications

Freshers

• Graduation is mandatory.

Experienced Candidates

• HSC/12th Pass or Graduate with 12+ months of experience can apply.
• Candidates with 12+ months of relevant experience in collections, customer service, telecom collections, AR collections, or voice/non-voice processes.

Essential Hiring Requirements & Skills

Communication Skills

• Excellent verbal and written communication skills.
• Strong chat etiquette and customer interaction abilities.

Analytical Skills

• Understanding of aging reports, payment terms, and DSO calculations.
• Ability to analyze account status and prioritize collection activities.

Attention to Detail

• Accurate recording and tracking of invoices, payments, and customer interactions.

Time Management

• Ability to manage multiple accounts simultaneously.
• Effective prioritization based on aging and collection severity.

Negotiation Skills

• Ability to negotiate payment commitments professionally while maintaining positive customer relationships.

Ideal Candidate Profile

A customer-focused professional with strong communication, collections, negotiation, and problem-solving skills who can thrive in a fast-paced US telecom collections environment and consistently achieve recovery and performance targets.