Customer Support Executive

THE Career Artist; New Delhi, Gurugram District; On-site; INR 223,000 - 324,000; Full time

Job summary

The Career Artist is seeking a Senior Repayment Executive Customer Support to join our Collections team. You will contact customers with outstanding payments, negotiate repayment plans, and update account records to reflect progress and commitments.

The role demands strong communication, negotiation, and customer service skills, along with strict adherence to company policies and applicable debt collection regulations. 6 days a week work with rotational off days.

Qualifications

• High school diploma or equivalent required.
• Freshers or 1–2 years in collections or customer service may apply.
• Excellent verbal communication and interpersonal skills.
• Strong negotiation and problem-solving abilities.
• Ability to work independently and in a team.
• Good organizational skills and attention to detail.
• Knowledge of collections practices is an advantage.
• Ability to work under pressure and meet deadlines.
• Proficient in Microsoft Office and collections software.
• Bilingual in English and another language may be preferred.

Responsibilities

• Contact customers to remind about outstanding payments.
• Negotiate repayment arrangements per policy.
• Update accounts with payment history.
• Identify accounts needing escalation.
• Provide empathetic customer service.
• Ensure compliance with debt collection regulations.
• Maintain records of interactions.
• Participate in training and coaching.
• Hit daily/weekly call and collection KPIs.
• Perform additional duties as needed by the team.

Skills

Customer communication

Negotiation

Problem solving

Teamwork

Organization

Education

High school diploma or equivalent

Tools

Microsoft Office

Collections software

Job description

Job Description: Senior Repayment Executive Customer Support

Job Title: Senior Repayment Executive Customer Support
Department: Collections
Working Days: 6 Days a Week
Week Off: Rotational
Salary: Based on experience and qualifications

Salary Structure

• Freshers: 20,000 – 24,000 CTC per month
• Experienced Candidates: 25,000 – 29,000 CTC per month

Job Summary

The Senior Repayment Executive will be responsible for contacting customers regarding outstanding payments, negotiating suitable repayment arrangements, and maintaining accurate account records. The role requires excellent communication, negotiation, and customer service skills while ensuring compliance with company policies and procedures.

Key Responsibilities

1. Contact customers to remind them of outstanding payments using company-approved scripts and call guides.
2. Negotiate repayment arrangements based on customers' financial situations and company policies.
3. Update customer account information in the collections system, including payment history and repayment commitments.
4. Identify and elevate accounts requiring special attention, including high-balance or overdue accounts.
5. Provide professional and empathetic customer service while addressing queries and concerns.
6. Ensure compliance with company policies and applicable debt collection regulations.
7. Maintain accurate records of customer interactions, calls, and collections activities.
8. Participate in regular training and coaching sessions to improve performance and compliance.
9. Achieve daily and weekly targets related to calls, collections, and other defined KPIs.
10. Perform additional duties as assigned by the collections team.

Eligibility Criteria

1. High school diploma or equivalent qualification.
2. Freshers and candidates with 1–2 years of experience in collections or customer service may apply.
3. Excellent verbal communication and interpersonal skills.
4. Strong negotiation and problem‑solving abilities.
5. Ability to work independently and collaboratively within a team.
6. Good organizational skills and attention to detail.
7. Knowledge of collections practices and regulations will be an advantage.
8. Ability to work under pressure and meet deadlines.
9. Basic proficiency in Microsoft Office and collections software.
10. Bilingual proficiency in English and another language may be preferred, depending on customer requirements.

Additional Information

• 6 days working.
• Rotational week-offs.
• Salary will be determined based on qualifications and relevant experience.