Specialist- Customer Service

Recruise India Consulting; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Recruise India Consulting in Bengaluru seeks a Senior Specialist Credit Customer Service to manage complex inquiries across phone, chat, email, and case management systems. You will act as a subject matter expert, support escalations, and ensure adherence to policies while delivering exceptional customer experiences.

You will handle billing disputes, credit decisions, and collaborate with cross-functional teams to drive process improvements in a fast-paced environment.

Qualifications

• Minimum 6+ years of experience in Customer Service or related functions.
• Strong verbal and written communication with complex interactions and escalations.
• Experience handling inquiries through phone, email, chat, and case management.
• Advanced analytical, problem-solving, negotiation, and dispute-resolution skills.
• Experience in billing disputes, payment issues, and account discrepancies.
• Knowledge of credit evaluation, accounts receivable, collections, and risk mitigation.

Responsibilities

• Provide exceptional service across phone, email, chat, and other channels.
• Handle complex inquiries related to credit, billing, collections, and payments.
• Manage escalated issues and provide timely resolutions.
• Investigate and resolve billing disputes and payment concerns.
• Evaluate credit requests in line with policies and guidelines.
• Maintain accurate customer, payment, credit, and account records.
• Document interactions in CRM and case management platforms.
• Identify process improvements and support risk mitigation initiatives.

Skills

Customer service

Credit operations

Communication

Analytical thinking

Negotiation

Dispute resolution

CRM

Case management

Microsoft Office

Tools

CRM systems

Billing systems

Case management platforms

Reporting tools

Microsoft Office (Excel, Outlook, Word, Teams)

Job description

Job Title: Senior Specialist- Customer Service

As a Senior Specialist Credit Customer Service professional, you will manage complex customer inquiries and credit-related issues through phone, chat, email, and case management systems. You will serve as a subject matter expert, support escalations, drive process improvements, and collaborate with internal stakeholders to deliver exceptional customer experiences while ensuring compliance with company policies and procedures.

Requirements

• 1. Minimum 6+ years of experience in Customer Service, Credit Operations, Collections, Accounts Receivable, Billing Support, or related functions.
• 2. Strong verbal and written communication skills with the ability to manage complex customer interactions and escalations.
• 3. Proven experience handling customer interactions through phone, email, chat, and case management systems.
• 4. Advanced analytical, problem-solving, negotiation, and dispute-resolution skills.
• 5. Extensive experience investigating billing disputes, payment issues, credit concerns, and customer account discrepancies.
• 6. Strong knowledge of credit evaluation, accounts receivable, collections, billing, payment reconciliation, and risk mitigation processes.
• 7. Experience using CRM, billing, collections, reporting, and customer service platforms.
• 8. Ability to manage multiple priorities and make sound decisions in a fast-paced environment.
• 9. Strong attention to detail and accuracy in maintaining financial and customer records.
• 10. Advanced proficiency in Microsoft Office applications, including Excel, Outlook, Word, and Teams.
• 11. Experience handling escalated customer issues with professionalism, empathy, and effective resolution management.
• 12. Demonstrated ability to identify process improvement opportunities and drive operational efficiencies.
• 13. Experience mentoring, coaching, or supporting junior team members.
• 14. Ability to work collaboratively with cross-functional teams and business stakeholders.
• 15. Willingness to work from the office 5 days a week and support US business hours 24/7.
• 16. Ability to consistently achieve productivity, quality, compliance, and customer satisfaction goals.

Key Responsibilities

• 1. Provide exceptional customer service through phone, email, chat, and other support channels.
• 2. Handle complex customer inquiries related to credit, billing, collections, payments, and account maintenance.
• 3. Manage escalated customer issues and provide timely, effective resolutions.
• 4. Conduct collections activities, negotiate payment arrangements, and secure customer commitments.
• 5. Investigate and resolve billing disputes, account discrepancies, and payment-related concerns.
• 6. Evaluate customer credit requests and support credit decisions in accordance with company policies and guidelines.
• 7. Maintain accurate customer, payment, credit, and account records in designated systems.
• 8. Document customer interactions and case details accurately within CRM and case management platforms.
• 9. Act as a subject matter expert for credit and customer service processes.
• 10. Collaborate with internal and external stakeholders to resolve customer concerns and improve service delivery.
• 11. Analyse recurring issues, identify root causes, and recommend corrective actions.
• 12. Support process improvement, operational excellence, compliance, and risk mitigation initiatives.
• 13. Monitor performance trends and provide recommendations to improve customer experience and operational efficiency.
• 14. Ensure compliance with company policies, financial controls, regulatory requirements, and confidentiality standards.
• 15. Deliver outstanding customer experiences while balancing customer needs and business objectives.
• 16. Meet established performance metrics, including quality, productivity, customer satisfaction, service levels, and compliance targets.
• 17. Serve as a trusted resource for complex issue resolution and continuous improvement initiatives.