Job Description

• Bengaluru, Karnataka, India

We are seeking a highly motivated and target-driven Chat Executive to join our dynamic team at DPDzero. As a Chat Agent, you will be responsible for engaging with customers through chat to assist with loan collections, answer queries, and ensure timely repayments. Your role will involve employing effective written communication and negotiation skills to build rapport with customers, understand their repayment capabilities, and devise suitable repayment plans. With your dedication and proactive approach, you will contribute to the successful collection efforts of DPDzero.

Responsibilities

• Chat Support: Engage with customers through chat to initiate collection efforts and provide assistance with loan-related inquiries.
• Customer Interaction: Interact with customers in a courteous and professional manner, understanding their financial situations and negotiating repayment terms via chat.
• Payment Follow-Up: Follow up with customers through chat to ensure timely repayments and maintain accurate records of interactions and payment commitments.
• Collections Targets: Achieve individual collection targets set by the team lead or collection manager through chat communication.
• Customer Assistance: Provide support and assistance to customers in resolving their payment-related queries or concerns via chat.
• Compliance: Adhere to the legal and regulatory guidelines related to collections and ensure ethical and fair collection practices through chat interactions.
• Customer Data Management: Update and maintain customer records and payment information in the collection management system via chat.
• Reporting: Provide regular updates on collection activities and performance to the team lead or collection manager.
• Team Collaboration: Collaborate with the chat support team, collection managers, and other cross-functional teams to share insights and improve collection strategies.
• Quality Assurance: Ensure accuracy and completeness of data entered in the collection system through chat and compliance with the organization’s policies.

Requirements

• Previous experience as a chat agent or in customer service roles is preferred.
• Strong written communication and negotiation skills, with the ability to effectively engage with customers and build rapport through chat.
• Target-driven and result-oriented mindset, with the ability to achieve collection targets via chat.
• Empathetic and customer-focused approach, demonstrating understanding and empathy towards customers’ financial situations.
• Ability to handle sensitive and challenging customer interactions with professionalism and patience via chat.
• Basic computer skills and familiarity with data entry and record-keeping tasks.
• High level of integrity and compliance with ethical collection practices.
• Willingness to work in a fast-paced and challenging environment, demonstrating adaptability and resilience.
• High school diploma or equivalent education is required.