Outbound Calling for US customers - Account Manager

MCI Midland Credit Management India Pvt. Ltd.; Gurugram District; On-site; INR 300,000 - 500,000; Full time

Benefits offered by this job

Transportation Services

Meal Facilities

Career Growth Opportunities

Captive Unit Advantage

Continuous Learning

Job summary

Encore Capital Group is seeking experienced professionals for an international outbound voice process role in Gurugram, Haryana. Candidates must have a graduation degree and at least 1 year of core International VOICE process experience. The position emphasizes high-quality customer interactions, excellent negotiation skills, and strong English communication abilities. Benefits include transportation services, meal facilities, and opportunities for career growth within a stable environment.

Qualifications

• Minimum 1 year of core International VOICE process experience is required.
• Experience in International processes (Collections or Non-Collections) is mandatory.

Responsibilities

• Handle international outbound voice calls professionally for US customers.
• Deliver high-quality customer interactions meeting defined quality and compliance standards.
• Effectively negotiate and resolve customer queries or issues within agreed timelines.
• Maintain accurate documentation of customer interactions in internal systems.
• Meet performance targets including call quality and productivity.

Skills

Verbal and written English communication skills

Negotiation skills

PC and system navigation knowledge

Time management and organizational skills

Customer-centric approach

Education

Graduation

Job description

Key Responsibilities

• Handle international outbound voice calls professionally for US customers.
• Deliver high‑quality customer interactions while meeting defined quality and compliance standards.
• Effectively negotiate and resolve customer queries or issues within agreed timelines.
• Maintain accurate and complete documentation of customer interactions in internal systems.
• Meet individual and team performance targets, including call quality, productivity, and adherence.
• Follow all process guidelines, policies, and regulatory requirements.
• Manage call volumes efficiently while maintaining a high level of customer satisfaction.
• Work collaboratively with team members and escalates issues when required.
• Demonstrate flexibility to handle a fast‑paced and demanding work environment.
• Participate in training, feedback, and coaching sessions for continuous performance improvement.

Experience

• Graduation is mandatory (no undergraduates).
• Minimum 1 year of core International VOICE process experience (pure voice only).
• Experience in International processes (Collections or Non‑Collections).
• Backend, blended experience is not eligible.
• Candidates must have all relevant experience documents from last 1 year of employment.

Skills Required

• Excellent verbal and written English communication skills.
• Good negotiation skills.
• Basic PC and system navigation knowledge.
• Strong time management and organizational skills.
• Ability to handle multiple tasks & maintain accuracy.
• Professional call etiquette with a customer‑centric approach.

Perks and Benefits

• Transportation Services: Convenient and reliable commute options to ensure a hassle‑free journey to and from work.
• Meal Facilities: Nutritious and delicious meals provided to keep you energized throughout the day.
• Career Growth Opportunities: Clear pathways for professional development and advancement within the organization.
• Captive Unit Advantage: Work in a stable, secure environment with long‑term projects and consistent workflow.
• Continuous Learning: Access to training programs, workshops, and resources to support your personal and professional growth.

Encore Capital Group and all its subsidiaries are proud to be an equal‑opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, protected veteran status, or disability status. If you wish to discuss potential accommodations related to applying for employment, please contact [e-mail].