Customer Service & Collections Agent

About the role

Bill Gosling Outsourcing, a global provider of customer care, sales and financial services outsourcing, is hiring Customer Service & Collections Agents for its call centre team. The agent provides excellent customer service while supporting collection activities and helping customers resolve outstanding account balances. The office is located in Trincity.

Key responsibilities

• Answer incoming calls and respond to customer inquiries in a friendly, professional and solution-focused manner.
• Assist customers with account inquiries, billing concerns, payments and other account-related issues.
• Discuss outstanding balances with customers and support collection efforts respectfully.
• Explain payment options, account information and available solutions clearly.
• Work with customers to identify payment arrangements or resolutions where applicable.
• Handle customer concerns and complaints while keeping a positive experience.
• Process payments and other account transactions accurately.
• Maintain accurate customer records and update account information in the system.
• Complete follow-up activities and collaborate with colleagues to resolve complex issues.
• Meet performance metrics for customer service, collections, call handling, quality and productivity.

Required profile

• Previous experience in a call centre, customer service, collections or accounts receivable role is advantageous.
• Comfortable discussing account balances, payments and financial obligations with customers.
• Excellent verbal communication, active listening and interpersonal skills.
• Strong negotiation and problem-solving skills with attention to detail.
• Ability to stay professional and empathetic in difficult conversations.
• Ability to multitask and handle a high volume of calls in a fast-paced environment.
• Minimum 3 CXC subjects including English.

Required skills

• Proficiency with computer systems and call center software.
• Ability to meet performance targets in both customer service and collections.

What we offer

• Monday to Friday schedule with weekends off.
• Competitive compensation and benefits package.
• Promotion from within and career advancement opportunities.
• Extensive paid training.
• Collaborative, supportive work culture and a fun workplace with team events.