Customer Service & Soft Collections Executive – US Process
Job Type: Full-time
Process: US Customer Service & Soft Collections
Shift: Rotational Night Shifts
Experience: Freshers and experienced candidates may apply
Job Overview
We are looking for motivated and customer-focused Customer Service & Soft Collections Executives to join our growing US process team.
In this role, you will interact with US consumers to assist them with account-related queries while also communicating with customers who have outstanding bills or payments. Your responsibility will be to understand their concerns, provide appropriate assistance, explain pending balances, and help customers find suitable ways to resolve their outstanding payments.
This is a professional customer service environment where communication skills, customer handling, empathy, and a solution-oriented approach are highly valued.
Key Responsibilities
- Handle inbound and/or outbound interactions with US consumers.
- Assist customers with account-related questions and concerns.
- Communicate professionally with customers regarding outstanding balances and pending payments.
- Explain account details, balances, and payment-related information clearly.
- Understand customer concerns and provide appropriate assistance.
- Encourage customers to resolve outstanding payments through effective and respectful communication.
- Maintain a professional and positive customer experience during every interaction.
- Follow company processes, policies, and quality standards.
- Accurately document customer interactions and account information.
- Achieve assigned customer service and performance targets.
Shift Timings
This position involves 8-hour rotational shifts. Employees may be assigned to any of the following shifts based on business and operational requirements:
- Shift 1: 4:30 PM – 12:30 AM
- Shift 2: 8:30 PM – 4:30 AM
- Shift 3: 1:30 AM – 9:30 AM
The shifts are rotational, and employees should be comfortable working across all three timings.
Weekly-Off Structure
- 6 weekly offs per month
- Typically structured as 2 weekly offs in one week and 1 weekly off in the following week
- Weekly offs will be provided according to the roster and operational requirements.
- The shift roster will be prepared one week in advance and communicated to employees beforehand.
Who We're Looking For
We are looking for individuals who:
- Have good verbal and written communication skills.
- Are comfortable communicating with US customers.
- Have a customer-first and professional approach.
- Can confidently discuss account balances and payment-related matters.
- Are good at listening, understanding concerns, and providing solutions.
- Can work comfortably in rotational/night shifts.
- Are target-oriented and willing to learn.
- Can maintain patience and professionalism during challenging customer interactions.
Freshers with strong communication skills are encouraged to apply. Prior experience in customer service, BPO, international voice processes, collections, or related roles will be an advantage.
Growth Opportunities
Join at the ground level and grow with the business.
This is the pilot batch for the process, with an aggressive expansion plan. The team is expected to scale to approximately 200 employees by November 1, 2026.
Joining at this early stage provides an opportunity to grow along with the process and take on additional responsibilities based on your performance and potential.
Career progression opportunities may include:
Customer Service Executive → SME → Quality → Trainer → Team Leader
If you are looking for long-term career growth rather than just a job, this is an opportunity to build your career from the ground up in a rapidly growing process.
Benefits
- Free two-way transportation for eligible shifts
- Free health insurance at no cost to the employee
- Attractive incentive plan with additional earning potential based on performance
- Strong career growth opportunities in a rapidly expanding process
- Opportunity to take on additional responsibilities as the business scales
Why Join Us?
- Work in a professional US customer service environment.
- Gain valuable experience in customer service and soft collections.
- Join the pilot batch and be part of the process from the beginning.
- Get opportunities for internal growth and career progression.
- Earn additional incentives based on performance.
- Benefit from free transportation for eligible shifts and health insurance.
If you have strong communication skills, a customer-focused attitude, and are looking for an opportunity to build a long-term career, we'd love to hear from you.
Apply now and become part of our growing team!
Pay: ₹24,301.00 - ₹48,800.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
