What is your mission? 

You will provide the best service to our partner brands by performing these tasks:

• Manage inbound and outbound calls to engage with customers, providing a positive and professional experience.
• Handle payment collections and resolve billing-related issues in a clear, timely manner.
• Address and resolve customer complaints, concerns, or cancellation requests, aiming to retain customers whenever possible.
• Develop and implement effective retention strategies based on customer feedback and data.
• Build and maintain strong relationships with customers and business associates.
• Work closely with the sales team to identify opportunities for upselling, cross-selling, or other sales-driven retention efforts.
• Meet or exceed performance goals related to customer retention, sales targets, and payment collections.
• Maintain accurate customer records and transaction details in the CRM system.
• Collaborate with other departments to ensure customer needs are met and resolve any issues.
• Stay current on company products, services, and policies to provide informed and accurate information to customers.

Who are we looking for?

• 3 to 5 years of experience in a retention and collections role, ideally in a BPO (Business Process Outsourcing) setting.
• Experience in both customer service and sales, with a strong understanding of both aspects.
• High proficiency in English, with excellent written and verbal communication skills.
• Strong interpersonal and relationship-building skills.
• Advanced problem-solving and conflict resolution abilities.
• Ability to handle high-pressure situations with patience, empathy, and professionalism.
• A self-starter with the ability to work independently and maintain high productivity.
• Organizational skills to manage customer interactions and documentation efficiently.
• Proficient in sales and customer service software, CRM systems, and other relevant tools.