Customer Service Executive

About the Role

• Full-time, on-site role as Customer Service Executive – International Voice Process (Collections) based in the Pune Division.
• Handling outbound and inbound calls with international customers.
• Focus on payment collections and resolution of billing or account-related queries.

Key Responsibilities

• Communicate with consumers of healthcare and telecommunication providers in the United States to collect on overdue and unpaid bills.
• Negotiate for overdue payment on behalf of the client.
• Determine the reason for delinquency and the best course of action to assist consumers.
• Engage consumers with the highest level of respect and dignity.
• Document all collection efforts for each assigned account in accordance with established procedures and compliance policies.
• Communicate professionally and regularly with leadership and peers on account status and escalations.
• Ensure all accounts in assigned lists are managed accurately and in a timely manner.
• Verify customer information.
• Explain account status.
• Negotiate payment arrangements within defined guidelines.
• Meet daily and monthly performance targets.
• Maintain high standards of customer satisfaction.
• Follow compliance, security, and quality procedures.
• Collaborate closely with supervisors and colleagues to improve call strategies, share customer feedback, and contribute to continuous process improvement.
• Calls are majorly outbound and over time may move to a blended (inbound/outbound) environment.
• Manage accounts in early/mid/late-stage defaults, return payments, first payment defaults, and follow-up assignments.

Requirements & Tech Stack

• US shifts between 5:30 pm & 10:30 am.
• 8-hour shifts (7:15 min login plus 45 minute break).
• Sunday fixed Off & Alternate Saturday Working.

Qualifications

• Good communication skills.
• Utilize effective verbal communication and customer service skills.
• Able to manage difficult customer issues while working in a fast-paced environment.