B-2-B Collector

Job Purpose: To process transactions / to handle calls/Chat to the end customers with compliance to SOPs as defined by the client. Profile Requirement ⮚ Contact customers daily for Collection activities as per the requirement via Email/Inbound/Outbound calls/Chat ⮚ Good understanding of OTC Lifecycle, B2B Business ⮚ Meet the required productivity metrics as per defined target for the line of business ⮚ Review the account for credit payments, arrears, dispute status and make recommendations to Team lead or Supervisor as per the SOP ⮚ Negotiate customer disputes to resolution and documents the root cause as per the SOP ⮚ Resolving customer queries on the first call for customer led experience ⮚ Influencing and negotiating with the customers to ensure a satisfactory outcome for both the parties (client/customer) ⮚ Provide customer service and develops relationships with internal/external customers and suppliers ⮚ Liaising with the cash application team, customer service, dispute management, billing team and dealers/suppliers for faster resolution as per the SOP ⮚ 100% Work from Office. Competencies/Skills: ⮚ Excellent telephonic handling soft skills/interpersonal skills ⮚ Good oral & written communication to communicate with internal and external stakeholders ⮚ Customer focused, enthusiastic and flexible to be approached for win-win situation ⮚ Ability to adapt and work in a targeted environment as per the process requirement ⮚ Good analytical thinking, questioning, negotiating and influencing skills ⮚ Adaptable to change and ability to work under pressure to meet the monthly targets/deadlines ⮚ Should be customer centric and be focused on delivering excellence as per the process ⮚ Basic keyboard proficiency and multitasking while handling calls ⮚ Ability to work with the team and focus on the assigned accounts ⮚ Should be willing to work in night shifts / month end extension as per the client request ⮚ Effective MS office skills (MS Excel)