Customer Retention/Collections Professional

The Customer Retention/Collections Professional is responsible with for delivering superior customer service in a prompt, respectful and courteous manner, retaining customers, with the objective of increasing revenue.

JOB SUMMARY

The Customer Retention/Collections Professional is responsible with for delivering superior customer service in a prompt, respectful and courteous manner, retaining customers, with the objective of increasing revenue. The incumbent is also responsible for communicating directly with customers to collect debts and resolve outstanding balances. This role requires a high level of customer service, persuasion, and negotiation and problem-solving skills to effectively work with customers to resolve their debts and collect payment. The job holder also works closely with Accounts Receivables and Sales team to develop strategies for collecting on delinquent accounts and to determine when further action is necessary.

MAIN RESPONSIBILITIES

• Retain 75% of voluntary disconnection requests
• Follow up on all voluntary disconnection requests within twenty-four (24) hours to ensure customer satisfaction.
• Consult with and research customer concerns (example, explain billing charges and credits or resolve technical queries) where necessary
• Notify customers of overdue payments and accounts by telephone/mail and continue the notification process if contact is unsuccessful.
• Resolve/negotiate collection issues by making payment arrangements as guided.
• Delight customers daily in keeping with Amplia’s Customer Service Philosophy.
• Maintain broad knowledge of all Amplia’s products, services and promotions. 
• Provide thorough and accurate updates in our CRM tool for each contact made/ received selecting the accurate Wrap Up Reason Code for the interaction where necessary.
• Make outbound customer calls to promote, upsell and cross sell Amplia’s products and services to customers.
• Upgrade and downgrade services accurately in our CRM tool and documenting same.
• Maintain procedures and processes for first level problem determination. 
• Follow up and track all customers requesting suspension.
• Schedule disconnection and equipment recovery when appropriate.
• Provide complete, accurate and timely updates and reports to the supervisor as needed.
• Provide quick and effective communication of customer issues to superiors.
• Negotiate payment arrangements with customers as guided.
• Recognize, document and alert the supervisor of trends in customer calls. 
• Recommend process improvement limits.  
• Contacting customers and informing them of their overdue bills to enact and negotiate debt recovery.  
• Advising customers on their payment options and suggesting methods of payment  
• Negotiating suitable payment plans  
• Ensuring customer payments are accurately recorded.  
• Sending final notice warnings to customers when payments are not fulfilled.  
• Recommending next step actions for customers who fail to pay their debt  
• Recommending delinquent customers for disconnection  
• Responding to customer queries  
• Resolving billing and customer credit issues  
• Ensuring compliance with the Company’s Credit policies and procedures 
• Maintain a standard of performance in line with Amplia’s standards.
• Behaving in a manner which maintains a pleasant ambience and positive work environment.
• Conducting questionnaires and other external campaigns to our existing and potential customers. 
• Analysis of existing issues customers may have and contacting them accordingly to pre-empt cancellation requests
• Performs any other duties related to the job function.

REQUIREMENTS

• Answer inbound calls to the Customer Operations Department when needed
• Provide face to face assistance to customers with queries at Head Office
• May be required to attend and work company events providing face to face support and demonstrating company products.
• Minimum of five (5) CSEC passes including Mathematics and English  
• Minimum of two (2) years in a similar environment
• Contact Centre experience in a Telecommunications environment, is strongly desired.
• Exemplary Attendance and Punctuality
• Reliable, available to work anytime Sunday to Saturday, evening, weekend or holiday coverage as required.
• Ability to handle difficult customer situations and drive positive customer experience
• Ability to enforce company policies empathetically
• Excellent attention to detail and multi-tasking ability.
• Must possess strong computer skills and demonstrate proficiency and experience utilizing Microsoft Suite and CRM software. 
• Must possess superior customer service skills and proficient reading comprehension.
• Excellent time management and organizational skills. 
• Adaptable to changing environments.
• Positive Team Spirit, enthusiastic with a strong aptitude and a positive "can do" attitude
• Must possess effective communication skills. 
• Excellent analytical and problem-solving skills 
• Must be able to work quickly and efficiently in time sensitive, high-pressure situations
• Required to work on weekends and public holidays