Payment Collection Specialist
- Barcelona
- Permanente
- Tiempo completo
- Manage cancellation requests, focusing on retaining customers by understanding their concerns and offering personalized solutions.
- Oversee billing and collections, proactively contacting customers by phone, informing internal teams, and optimizing processes.
- Identify upsell opportunities and offer relevant account upgrades.
- Assist customers with billing inquiries and payment issues via phone, email, and chat.
- Most interactions will be conducted by phone, but you will also assist customers via email and chat.
- Collaborate across teams to report issues, suggest product improvements, and contribute to key projects.
- Contact customers via phone and email to recover overdue amounts while maintaining a positive relationship.
- Document key activities and insights gathered throughout the collection process and ensure appropriate follow-up.
- Use negotiation skills to address customer concerns and provide the best solutions for both parties.
- Adhere to established procedures while demonstrating independent problem-solving skills. Maintain active engagement with the team through chat and other channels to ensure collaboration and support.
- Minimum 2 years of experience in a related role.
- Confident and proactive in engaging with customers over the phone.
- Fluent in English (excellent written and verbal communication skills).
- Customer retention experience is ideal but not mandatory.
- Sales-related experience is a plus.
- Excellent organization and negotiation skills.
- Additional languages like German, Italian or French!