Customer Support Executive

Wipro Ltd.; Pune District; On-site; INR 300,000 - 600,000; Full time

Job summary

Wipro Ltd. is seeking proactive Collections Agents for US Telecom Collections (voice and chat) to manage customer accounts.

The role involves healthy receivables, timely collections, and collaboration with Billing and Finance teams to resolve disputes and ensure accurate communication with billing cycles and payment terms. This is a target-driven environment requiring strong communication, negotiation skills, and ability to work in rotational shifts.

Qualifications

• Freshers: Graduation mandatory.
• Experienced: 12+ months in US Telecom collections or AR/cash collection role.

Responsibilities

• Handle voice and chat interactions for US Telecom collections.
• Follow up on outstanding payments and overdue invoices.
• Validate billing information with cycles and terms.
• Investigate invoice disputes and payment queries.
• Perform payment reconciliation and update records.

Skills

Communication skills (verbal & written

Customer handling

Negotiation

Analytical thinking

Tools

SAP

Oracle

Salesforce

Freshdesk

Telecom CRM platforms

Job description

Job Description: Collections Agent (Voice/Non-Voice) - US Telecom Collections

Role: Collections Agent (Voice/Non-Voice)
Process: US Telecom Collections (B2C)
Shift: US Shift with Rotational Shifts & Rotational Week-Offs
Work Model: Work From Office (No Hybrid Option)
Process Timing: 24x7 Operations

Eligibility Criteria

• Freshers: Graduation is mandatory.
• Experienced Candidates: HSC/12th Pass or Graduate with 12+ months of experience can apply.
• Excellent verbal and written communication skills are mandatory.

About the Role

We are seeking proactive and detail-oriented Collections Agents to manage customer accounts for a leading US Telecom process through voice and chat-based interactions. The role involves maintaining healthy receivables, ensuring timely collections, reducing Days Sales Outstanding (DSO), and resolving billing-related concerns.

Candidates will collaborate closely with Billing and Finance teams to address customer disputes, reconcile payments, and ensure accurate communication aligned with billing cycles and payment terms. This is a target-driven environment, where collection goals and recovery targets are assigned to both agents and team leads.

Key Responsibilities

• Handle customer interactions through voice and chat channels with professional communication and strong written etiquette.
• Follow up with customers for outstanding payments and overdue invoices.
• Validate and align billing information with applicable billing cycles.
• Investigate and resolve invoice disputes and payment-related queries.
• Perform payment reconciliation and update collection records accurately.
• Maintain compliance with process guidelines and documentation standards.
• Ensure timely collection efforts across assigned customer accounts.
• Coordinate with internal stakeholders to resolve billing and account discrepancies.

Essential Hiring Requirements

• Experience in B2C Collections for the US Telecom Market is preferred.
• Comfortable working in rotational shifts and rotational week-offs.
• Willingness to work from office in a 24x7 operational environment.
• Strong customer handling and negotiation skills.

Required Skills & Competencies

Communication Skills

• Excellent verbal and written communication skills.
• Strong chat etiquette and customer interaction abilities.

Analytical Skills

• Understanding of aging reports, payment terms, and DSO calculations.
• Ability to analyze account status and prioritize collection activities.

Attention to Detail

• Accurate recording and tracking of invoices, payments, and customer interactions.

CRM & System Knowledge

Experience working with CRM or ERP tools such as:

• SAP
• Oracle
• Salesforce
• Freshdesk
• Telecom-specific CRM platforms

Time Management

• Ability to manage multiple accounts simultaneously.
• Effective prioritization based on aging and collection severity.

Negotiation Skills

• Ability to negotiate payment commitments professionally while maintaining positive customer relationships.
• Freshers
• Candidates with 12+ months of relevant experience in collections, customer service, telecom collections, AR collections, or voice/non-voice processes.

Ideal Candidate Profile

A customer-focused professional with strong communication, collections, negotiation, and problem-solving skills who can thrive in a fast-paced US telecom collections environment and consistently achieve recovery and performance targets.