Customer Service Executive

Responsibilities:

• Provide exceptional customer service through phone, email, chat, and other support channels.
• Handle complex customer inquiries related to credit, billing, collections, payments, and account maintenance.
• Manage escalated customer issues and provide timely, effective resolutions.
• Conduct collections activities, negotiate payment arrangements, and secure customer commitments.
• Investigate and resolve billing disputes, account discrepancies, and payment-related concerns.
• Evaluate customer credit requests and support credit decisions in accordance with company policies and guidelines.
• Maintain accurate customer, payment, credit, and account records in designated systems.
• Document customer interactions and case details accurately within CRM and case management platforms.
• Act as a subject matter expert for credit and customer service processes.
• Collaborate with internal and external stakeholders to resolve customer concerns and improve service delivery.
• Analyse recurring issues, identify root causes, and recommend corrective actions.
• Support process improvement, operational excellence, compliance, and risk mitigation initiatives.
• Monitor performance trends and provide recommendations to improve customer experience and operational efficiency.
• Ensure compliance with company policies, financial controls, regulatory requirements, and confidentiality standards.
• Deliver outstanding customer experiences while balancing customer needs and business objectives.
• Meet established performance metrics, including quality, productivity, customer satisfaction, service levels, and compliance targets.
• Serve as a trusted resource for complex issue resolution and continuous improvement initiatives.

Requirements:

• Minimum of 3+ years of experience in Customer Service, Credit Operations, Collections, Accounts Receivable, Billing Support, or related functions.
• Strong verbal and written communication skills with the ability to manage complex customer interactions and escalations.
• Proven experience handling customer interactions through phone, email, chat, and case management systems.
• Advanced analytical, problem-solving, negotiation, and dispute-resolution skills.
• Extensive experience investigating billing disputes, payment issues, credit concerns, and customer account discrepancies.
• Strong knowledge of credit evaluation, accounts receivable, collections, billing, payment reconciliation, and risk mitigation processes.
• Experience using CRM, billing, collections, reporting, and customer service platforms.
• Ability to manage multiple priorities and make sound decisions in a fast-paced environment.
• Strong attention to detail and accuracy in maintaining financial and customer records.
• Advanced proficiency in Microsoft Office applications, including Excel, Outlook, Word, and Teams.
• Experience handling escalated customer issues with professionalism, empathy, and effective resolution management.
• Demonstrated ability to identify process improvement opportunities and drive operational efficiencies.
• Experience mentoring, coaching, or supporting junior team members.
• Ability to work collaboratively with cross-functional teams and business stakeholders.
• Willingness to work from the office 5 days a week and support US business hours 24/7.
• Ability to consistently achieve productivity, quality, compliance, and customer satisfaction goals.