Customer Support Agent

This is a fully remote position, open to applicants in Georgia.

📋 Description

• Handle incoming calls from customers across all segments of Recoveries, ensuring each interaction is managed correctly, accurately, and with a high level of professionalism.

• Make outbound calls to customers regarding due and overdue accounts, providing assistance with payments and arrangements that are affordable.

• Accurately document all customer interactions in the system.

• Develop affordable payment plans for customers to aid them and facilitate repatriation where feasible.

• Responsible for minimizing default and delinquency rates for all assigned accounts.

• Create and nurture effective and collaborative relationships with both customers and colleagues.

• Ensure all customer outcomes comply with regulations and benefit both the customer and the business.

• Meet established department Quality Assurance metrics (KPIs, SLAs).

• Collaborate effectively as part of a team and also work independently.

• Uphold and enhance positive performance and conduct standards within the department, both personally and as part of a team.

• Provide assistance and support to other departments within the organization to ensure an exceptional customer experience.

• Regularly provide valuable feedback to Line Managers.

⛳️ Requirements

• Minimum of 1 year experience in a customer-focused environment.

• At least 1 year experience in collections or recoveries.

• Experience within the financial services industry.

• Familiarity with working under FCA guidelines.

• Knowledge and experience in engaging with vulnerable customers.

• Results-oriented with a strong focus on customer satisfaction.

• Exceptional verbal, written, and numerical communication skills.

• Strong ability to work as part of a team.

• Keen attention to detail and accuracy.

• Commitment to delivering high-quality customer service.

• Proficient probing and listening skills.

• Competent in computer literacy.

🏝️ Benefits

• Annual leave - 24 days plus 17 public holidays in accordance with Georgian law.