FOS

Digitide; Khordha; On-site; INR 300,000 - 420,000; Full time

Job summary

Digitide in India is seeking a capable Front Office/Frontline Support (FOS) to deliver exceptional service across phone, email, and chat channels. You will work with the CCE team to resolve inquiries, manage collections, and maintain professional records, contributing to a positive brand image.

The role requires 2+ years in customer support, strong communication, and CRM proficiency. You will handle a high-volume workload while adhering to privacy and security policies and continuously updating

Qualifications

• High school diploma or equivalent required; college degree preferred.
• Minimum 2 years in customer support or similar, preferably with collections exposure.
• Excellent verbal and written communication, able to adapt to diverse customers.
• Strong problem-solving and customer-centric mindset.
• Proficiency with CRM systems and customer support tools.
• Ability to handle high task volume independently and efficiently.
• Positive attitude, keen on learning new technologies and practices.

Responsibilities

• Handle inquiries via phone, email, and chat with timely, accurate responses.
• Collaborate with CCE team to ensure smooth customer experience and resolve complaints.
• Manage high volume of customer interactions with prompt attention to each case.
• Keep accurate records of customer interactions and collections activities.
• Identify issues and escalate to team leads or managers as needed.
• Assist in collections processes, including follow-ups on overdue payments.
• Ensure compliance with company policies, data privacy, and security standards.
• Stay updated with product knowledge and industry trends to provide accurate information.
• Contribute to team discussions and share best practices for better support.
• Represent the company positively and uphold its values and culture.

Skills

Communication skills

CRM proficiency

Problem-solving

Time management

Team collaboration

Education

High school diploma

Tools

CRM systems

Support ticketing tools

Job description

Job Description:

As a FOS, you will be the front-line support for customers, providing excellent service and building strong relationships. Your role is crucial in maintaining customer satisfaction and ensuring a positive brand image. You will collaborate with the CCE team to resolve customer inquiries, manage collections, and maintain a high level of professionalism.

Responsibilities

• Handle customer inquiries and provide timely, accurate responses via phone, email, and chat.
• Collaborate with the CCE team to ensure a seamless customer experience and efficient complaint resolution.
• Manage and prioritize a high volume of customer interactions, ensuring prompt attention to each case.
• Maintain accurate records of customer interactions and collections activities.
• Identify and elevate potential issues or complaints to the appropriate team leads or managers.
• Assist in collections processes, including following up on overdue payments and resolving payment disputes.
• Ensure compliance with company policies and procedures, especially regarding data privacy and security.
• Stay updated with product knowledge and industry trends to provide accurate information to customers.
• Actively contribute to team discussions and share best practices for improved customer support.
• Maintain a positive and professional attitude, representing the companys values and culture.

Qualifications

• A high school diploma or equivalent is required; a college degree in a related field is preferred.
• Minimum 2 years of experience in customer support or a similar role, preferably in a collections environment.
• Excellent communication skills, both verbal and written, with the ability to adapt to different customer needs.
• Strong problem-solving and critical thinking abilities, with a customer-centric approach.
• Proficiency in using CRM systems and other customer support tools.
• Ability to work independently and manage a high volume of tasks efficiently.
• Excellent time management and organizational skills, with attention to detail.
• A positive and friendly attitude, with a passion for delivering exceptional customer service.
• Basic knowledge of collections processes and debt recovery is an asset.
• Willingness to continuously learn and adapt to new technologies and industry practices.