Collections/Customer Care Officer

Hammerjack Pty Ltd; Philippines; On-site; PHP 279,000 - 469,000; Full time

Benefits offered by this job

Competitive salary, incentives, and b​

Friendly and supportive team enviro​n​

Genuine opportunity to develop andGrow

Job summary

Hammerjack Pty Ltd is seeking a Collections/Customer Care Officer to manage a portfolio of overdue accounts and maintain strong customer relationships. Based onsite in Ortigas Centre, Pasig City, you will contact customers by phone to negotiate payment plans, resolve disputes, and record all activity in the company system.

The role requires at least 1 year in a BPO environment, clear spoken and written English, good organisation, and a customer-focused mindset.

Qualifications

• Minimum 1 year of experience in a BPO role.
• Confident spoken and written English communication skills.
• A genuine commitment to providing a great customer experience.

Responsibilities

• Adhere to collections policy and procedures to achieve KPIs in Productivity, Quality, Reliability, and Cash Collections.
• Contact customers by phone to negotiate payment plans and collect outstanding debts.
• Handle inbound calls comprising customer service and collections inquiries.
• Investigate and resolve disputes or issues related to accounts.
• Maintain accurate records of all collection activity and communications with customers.
• Develop and maintain respectful relationships to facilitate collections and retention.
• Collaborate with management to improve collections performance.
• Use effective collections strategies balancing recovery goals with customer satisfaction and compliance.
• Maintain organized records of all communications in the company software.

Skills

BPO experience

English communication

Customer service

Organised

Onsite work

Job description

Overview

As a Collections/Customer Care Officer, you will be responsible for effectively managing a portfolio of overdue accounts, with a strong focus on achieving collections targets while also preserving long term customer relationships.

The successful candidate must have good communication skills, be well organised, and enjoy working in a fast-paced, high-volume collections environment.

We're Looking for:

• A minimum of 1 year of experience in a BPO role


• Confident spoken and written English communication skills


• A genuine commitment to providing a great customer experience


• A positive mindset and Can-Do attitude


• A commitment to ongoing learning and skills development


• Comfortable working onsite in Ortigas Centre, Pasig City

Key Duties and Responsibilities:

• Adhere to collections policy and procedure to ensure achievement of KPI's in the areas of Productivity, Quality, Reliability, and Cash Collections


• Contact customers by phone to negotiate payment plans and collect outstanding debts


• Efficiently handle inbound calls comprised of customer service and collections enquiries


• Investigate and resolve any customer disputes or issues related to their account


• Maintain accurate records of all collection activity and communication with customers


• Develop and maintain respectful relationships with customers to facilitate the collections process and promote customer retention


• Collaborate with management to develop and implement strategies to improve collections performance


• Utilise effective collections strategies, balancing recovery goals with customer satisfaction and regulatory compliance.


• Maintain accurate and organised records of all communication and correspondence related to collections activities, including update account notes, payment plans, and other relevant information in the company's software

What We're Offering:

• Competitive salary, incentives, and benefits


• Friendly and supportive team environment


• Genuine opportunity to develop and grow your professional career


• Australian business hours (morning/day schedule) Monday to Friday