Help Desk Executive

Umbrella Facility Management Services; Sector 10; On-site; INR 254,000 - 304,000; Full time

Job summary

Umbrella Facility Management Services in India is seeking a result-oriented help desk/collections professional to manage debt recovery, contact accounts, and resolve billing issues. You will work extensively with our CRM to track, log, and update interactions in real time.

The role emphasizes outbound calling, negotiation of repayment plans, and maintaining professional relationships with customers, with a salary up to 25,000 INR per month depending on experience.

Qualifications

• 6 months to 3 years in telecalling, collections, recovery, or a target-driven customer support role.
• CRM systems experience (e.g., Salesforce, Zoho, TeleCRM).
• Strong verbal communication and regional language skills.
• Excellent negotiation and patience under pressure.

Responsibilities

• Outbound Recovery: Initiate daily outbound calls to customers regarding outstanding balances and overdue payments.
• Negotiation & Settlement: Evaluate customer finances and negotiate repayment schedules or settlements within guidelines.
• CRM Management: Maintain real-time documentation of every call, dispute, refusal, and promise-to-pay (PTP) in the CRM system.
• Follow-up Pipeline: Track promised payment dates and follow up if timelines are missed.
• Query Resolution: Address and resolve billing queries delaying payment.
• Escalation Management: Identify high-risk or untraceable accounts and escalate to field agents or legal.

Skills

Telecalling

Collections

CRM proficiency

Negotiation

Communication

Excel

Tools

Salesforce

Zoho

TeleCRM

MS Excel

Job description

Job Description

We are looking for a result-oriented and empathetic help desk/ calling Collection Executive to join our team. In this role, you will be responsible for managing debt recovery pipelines, contacting accounts with overdue balances, and resolving customer billing issues. Your main objective will be to maximize recovery rates while maintaining a professional and positive relationship with customers. You will work extensively with our CRM platform to track, update, and log all customer interactions in real-time.

Key Responsibilities

• Outbound Recovery: Initiate daily outbound calls to customers regarding outstanding balances and overdue payments.
• Negotiation & Settlement: Evaluate customer financial situations and negotiate realistic repayment schedules or settlement plans within company guidelines.
• CRM Management: Maintain real-time documentation of every call, dispute, refusal, and promise-to-pay (PTP) in the CRM system.
• Follow-up Pipeline: Monitor and track promised payment dates, executing timely follow-ups if timelines are missed.
• Query Resolution: Address and resolve primary customer billing queries or complaints that are delaying the payment process.
• Escalation Management: Identify and elevate high-risk, uncooperative, or untraceable accounts to field collection agents or the legal team.

Required Skills & Qualifications

• Experience: 6 months to 3 years of experience in telecalling, collections, recovery, or a target-driven customer support role.
• CRM Proficiency: Hands-on experience working with CRM systems (e.g., Salesforce, Zoho, TeleCRM) and basic MS Excel knowledge.
• Communication: Strong verbal communication and active listening skills in English and regional languages.
• Soft Skills: Excellent negotiation, objection handling, patience, and the ability to maintain composure under pressure.

Compensation & Benefits

• Salary: Up to 25,000 In-Hand per month (depending on experience and interview performance).