Job description

Responsibilities

· Ability to deal with specific Inbound/Outbound calls from customers who are in debt

· Recognize individual customer service needs and resolve their enquiry

· Provide resolutions, avoid customers having to call again or have the call transferred

· Tend to complaints and call out where appropriate

· Excellent customer service, negotiation, and communication skills with the ability to recognize and support the specific needs of the most vulnerable customers

· Collect balances and implement effective payment arrangements ensuring payment for future energy consumption by providing the most suitable payment methods which are tailored to customer’s needs.

· Maintain and update customer related information systems to ensure that our client hold accurate records, collecting and accessing appropriate information relevant to your call type

· Keen to progress to other levels and will consistently self-assess your own performance against agreed targets by working closely with your manager

· Work as part of a team, recognizing how teams can deliver excellent results

· Training will be provided to decide upon appropriate solutions for the customer as well as to establish rapport. Constant monitoring, mentoring, and development will be available to this role to ensure continuous improvement

Qualifications

Minimum qualifications

· Experience working in a Collections process across multiple channels, including, but not limited to telephone, internet, and written correspondence

· Ability to acquire detailed knowledge of product ranges and provide customers with excellent service and sales experience to progress sales where appropriate.

· Offer an excellent level of customer service, pro-actively serve customers across their product portfolio, cross-sell additional products, and resolve a wide range of common, high-volume customer enquiries across the product range.

· Ability to follow clear instructions and guidelines to resolve customer inquiries at first point of contact. These guidelines will also prompt the agent to promote and sell appropriate products, including insurance-based products.

Preferred qualifications

· Excellent communication and interpersonal skills

· Good written skills

· Problem Solving Skills

· Flexibility of shifts and to work overtime hours as per business requirements

· Commitment to performance excellence or doing a great job

· Goal Oriented

· Analytical & problem-solving skills

· Stress management abilities

· Ability to maintain high levels of confidentiality and data security standards

· Ability to handle multiple tasks with minimal supervision

Job Type: Full-time

Pay: $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Weekend availability

Supplemental pay types:

• Commission pay

Work Location: One location

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