FOS

Digitide; Prayagraj; On-site; INR 300,000 - 480,000; Full time

Job summary

Digitide is seeking a Frontline Customer Support professional to handle inquiries via phone, email, and chat, while collaborating with the CCE team to resolve collections and ensure a positive customer experience.

The role requires 2+ years in customer support or collections, strong communication, and proficiency with CRM tools. You will maintain records, manage multiple cases, and uphold data privacy standards in a fast-paced environment.

Qualifications

• High school diploma or equivalent; college degree preferred.
• Minimum 2 years in customer support or a collections environment.
• Excellent communication skills, both verbal and written.
• Proficiency with CRM systems and other customer support tools.
• Ability to manage high volume of tasks with efficiency.

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 collection resolutions.
• Manage and prioritize a high volume of customer interactions with prompt attention to each case.
• Maintain accurate records of customer interactions and collections activities.
• Identify and elevate potential issues or complaints to team leads or managers.
• Assist in collections processes, including following up on overdue payments and resolving disputes.

Skills

Clear communication

Customer focus

Problem solving

Time management

Independence

Education

High school diploma or equivalent

College degree preferred

Tools

CRM systems

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

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 company's 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.

Job Info

• Job Identification 269163
• Job Category Customer Support/Operations | BPM