Customer Service Representative (Complaints/Debt Collection) | WFO

Cloudstaff Philippines Inc.; Angeles; On-site; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Health insurance

Life insurance

Company laptop provided

Fiber internet connection

Free Coffee & Meals

Beer Fridays

VIP lounge and game rooms

Child-friendly spaces

CS Social Clubs

International career growth

Referral incentives

Mental Wellness program

In-house psychiatrist

Employee Share Units

Cloudstaff Dream Points

Job summary

Cloudstaff Philippines Inc. is seeking a Complaints/Debt Collection Officer to work with your manager on disputes escalations and debt collection for aged or overdue debt. You will manage multiple cases, provide timely updates, and ensure high-quality service to all stakeholders while maintaining detailed records.

The role emphasizes independent case handling, problem solving, and adherence to timelines in a fast-paced environment, with emphasis on empathy and effective communication.

Qualifications

• Resilience to advocate for and challenge positions to find fair and reasonable solutions for complex complaints.
• Ability to plan and prioritise effectively, work under pressure, and strong time management skills.
• Excellent time management to meet deadlines, essential to complying with Holloway requirements.
• Pay high attention to details by completing tasks with thoroughness and accuracy.
• Excellent verbal and written communication skills, including negotiation, to reach the best outcome.
• Proficiency in customer service software and databases.

Responsibilities

• Communicate with customers in a professional and empathetic manner to understand their concerns and provide updates in line with agreed timeframes as part of the complaints resolution process.
• Debt collection for aged debt and overdue payments
• Proposing suitable payment plans for debt collection
• Case management of multiple escalated claims at one time simultaneously
• Assist with assessing, investigating, and responding to complaints and disputes received from customers within the required and prompt timeframe.
• Keep accurate and comprehensive records relating to the complaints within our systems to ensure compliance with company guidelines and internal record-keeping standards
• Provide solutions (approved by the manager) to resolve customer complaints, including compensation, corrective actions, and process improvements.

Skills

Resilience

Prioritisation & planning

Time management

Attention to detail

Communication skills

Customer service software

Job description

Job Description

Working closely with your manager who holds final approval of disputes escalated internally, the Complaints/Debt collection officer will ensure appropriate escalation and investigative work is conducted to support unbiased, timely and accurate reviews of all disputes, as well as debt collection for any aged or overdue debt.

This role is for someone who enjoys getting into details, problem solving and providing high quality service to all stakeholders involved. You will work independently on individual cases of both Complaints and Debt collection. You will be required to manage multiple tasks simultaneously while maintaining excellent service, in difficult circumstances.

Key Responsibilities

• Communicate with customers in a professional and empathetic manner to understand their concerns and provide updates in line with agreed timeframes as part of the complaints resolution process.
• Debt collection for aged debt and overdue payments
• Proposing suitable payment plans for debt collection
• Case management of multiple escalated claims at one time simultaneously
• Assist with assessing, investigating, and responding to complaints and disputes received from customers within the required and prompt timeframe.
• Keep accurate and comprehensive records relating to the complaints within our systems to ensure compliance with company guidelines and internal record-keeping standards
• Provide solutions (approved by the manager) to resolve customer complaints, including compensation, corrective actions, and process improvements.

Qualifications and Requirements

The Candidate

• Resilience to advocate for and challenge positions to find fair and reasonable solutions for complex complaints.
• Ability to plan and prioritise effectively, work under pressure, and strong time management skills.
• Excellent time management to meet deadlines, essential to complying with Holloway requirements.
• Pay high attention to details by completing tasks with thoroughness and accuracy.
• Excellent verbal and written communication skills, including negotiation, combined with the ability to balance understanding, empathy and compassion in order to reach the best outcome.
• Proficiency in customer service software and databases

Perks and Benefits

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Superb and exciting Mid-Year Parties - with items to give away and cash prizes!
• Endless opportunities for career advancement
• Exclusive ATM inside the office for employee's convenience
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Look forward to weekly office perks for work from office staff - Free Coffee, Meals and Beer Fridays!
• Top notch workplace with first class VIP lounge and game rooms
• Child friendly spaces to cater to the needs of employees with children, enhancing work-life balance
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.