Required BPO/Telecaller - Chennai

Job Overview

• Making outbound calls to customers with pending dues.
• Informing them about outstanding payments.
• Negotiating repayment plans and ensuring timely recovery.
• Recording call details, payment commitments, and follow-up actions.

Key Responsibilities

1. Outbound Calling for Collections
   • Make outbound calls to customers whose accounts have overdue payments.
   • Explain the outstanding balance details and due dates clearly.
   • Persuade customers to make prompt payments.
2. Tracking and Monitoring Accounts
   • Keep track of assigned customer accounts and monitor pending payments.
   • Update payment statuses regularly in the company database.
   • Follow up consistently with customers until dues are cleared.
3. Negotiation and Payment Plans
   • Understand customers financial situations and offer flexible repayment options where applicable.
   • Suggest suitable payment plans based on company guidelines.
   • Convince customers to make partial or full payments to reduce overdue balances.
4. Maintaining Records and Documentation
   • Record all interactions with customers accurately.
   • Update payment commitments, rescheduled timelines, and call feedback.
   • Generate reports on accounts handled, payments recovered, and pending dues.
5. Customer Relationship Management
   • Maintain professionalism and empathy while handling customer queries.
   • Address disputes regarding bills, penalties, or interest charges.
   • Provide clarification and assistance to help customers clear their dues.
6. Achieving Targets and KPIs
   • Work towards monthly and quarterly recovery targets.
   • Ensure high conversion rates from follow-up calls.
   • Meet performance benchmarks set by the company, such as call volume, recovery percentage, and resolution time.
7. Collaboration and Escalation
   • Coordinate with the accounts, finance, and legal teams for escalated cases.
   • Share timely updates with team leaders and managers.
   • Seek managerial support for complex disputes or non-cooperative customers.

Required Skills and Competencies

• Excellent Communication Skills Ability to speak clearly, confidently, and persuasively.
• Negotiation Skills Convincing customers to clear dues and agree on payment plans.
• Patience and Empathy Understanding customers situations while maintaining professionalism.
• Target-Oriented Approach Working towards monthly and quarterly recovery goals.
• Problem-Solving Abilities Handling disputes and objections tactfully.