Customer Collections Specialist

#BeMore

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore! Top Reasons to work with TDCX

Attractive remuneration, great perks, and performance incentives

Comprehensive medical, insurance, or social security coverage

World-class workspaces

Engaging activities and recognition programs

Strong learning and development plans for your career growth

Positive culture for you to #BeMore at work

Easy to locate area with direct access to public transport

Flexible working arrangements

Be coached and mentored by experts in your field

Join a global company, winner of hundreds of industry awards
What is your mission?

Role Overview:

• Monitor accounts to identify outstanding debts
• Investigate historical data for each debt or bill
• Find and contact clients to ask about their overdue payments
• Assertively take actions to encourage timely debt payments
• Process payments and refunds
• Resolve billing and customer credit issues
• Empathize with customers reasons why they are unable to make payment
• Negotiate a payment scheme to settle past due balances
• Update account status records and collection efforts
• Report on collection activity and accounts receivable status
• Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance with our service standards.
• Provide constructive feedback on tools, resources, procedures, and guidelines to enhance workflow and the customer experience.
• Build sustainable relationships and engage customers by taking the extra mile
• Live and breathe the client organization and TDCX’s core values and beliefs

Responsibilities:

• Ensure dishonors (both direct debit and credit card) are processed in a timely manner.
• Identify hardship triggers and work proactively with at risk customers to ensure a positive outcome.
• Promote merchant and customer satisfaction by identifying and understanding needs and undertaking problem solving to provide appropriate resolution
• Provide optimum levels of service by responding to enquiries professionally, listening and developing a rapport with the customer.
• Escalate complaints when required to the leadership team.
• Participate in team meetings and provide updates and ideas, taking notes, tracking and completing action / agreed items within agreed timelines.
• Develop deep expertise in how the program processes, systems, and resources work, and how to use them to drive positive outcomes

Who are we looking for?

Minimum Hiring Requirements:

• Candidates must have completed at least senior high school graduate or college level, any field
• At least 2+ years experience in BPO and with collections exp (within the 2 years)
• 3 months minimum outbound collections/sales experience and experience support in AUNZ or UK account a plus

Minimum Skills Required:

• Excellent English verbal/written skills (B2/C1 Proficiency) via phone, email & chat
• Independent and can own his/her daily activities.
• Agile - You’ll be encouraged to think on your feet, and we want you to use your curious mindset.
• Customer centric and strive for positive outcomes, every time.
• Can do attitude and growth mindset
• Empathetic and excited to help solve issues. Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar, and articulation)
• Collaborative approach to ways of working & identify improvements to existing ways of working
• Factual, accurate and consistent in providing information to merchants and customers
• High proficiency in using computers (typing, quickly navigating between various tools and channels).
• Ability to work with multiple systems and the ability to learn and adapt to new ones.
• Strong time management skills and motivation to exceed expectations in fast paced and changing work environment

Who is TDCX?

TDCX (NYSE: TDCX) provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.