Customer Service Officer

Our Offer:

• Dynamic and Supportive Work Environment
• Attractive Salary Package
• Generous Bonus Scheme
• Convenient Office Location (The Podium, Kuching)

Job Summary: We are looking for a highly organized and motivated Customer Service Officer to join our Collection Department. The ideal candidate will assist in managing overdue accounts, ensuring timely payment collections, and maintaining accurate customer profiles in the system. This role combines traditional debt collection with customer service and data management responsibilities, providing an excellent opportunity for individuals with a strong attention to detail and customer-oriented mindset.

Key Responsibilities:

Debt Recovery & Collections:

• Contact customers by phone, email, or other communication channels to recover overdue payments.
• Negotiate payment arrangements, settlement plans, or other solutions with customers to resolve delinquent accounts.
• Maintain consistent communication with customers to monitor repayment status and follow up on unpaid debts.

Customer Interaction & Service:

• Assist customers with inquiries, requests, and issues related to their accounts and payment schedules.
• Provide accurate, timely responses to customer concerns, ensuring a professional and helpful interaction.
• Foster a positive relationship with customers, ensuring a high level of customer satisfaction while adhering to collection policies.

Profile Management & Data Entry:

• Update and maintain customer profiles, ensuring that all information is current and accurate.
• Verify customer data during interactions and input any updates into the system to maintain a comprehensive and accurate database.
• Ensure all customer interactions, payment updates, and relevant data are accurately documented in the company’s system.

Account Monitoring & Reporting:

• Regularly monitor overdue accounts and take necessary steps to follow up and recover outstanding payments.
• Generate reports detailing collection progress, payment statuses, and any issues requiring further escalation.
• Collaborate with other departments, such as legal or senior management, for accounts that need further intervention.

Compliance & Legal Procedures:

• Follow all relevant debt collection laws and regulations
• Ensure all collection practices align with company policies and legal standards.
• Escalate high-risk accounts to the appropriate department (e.g., legal team) for further action if necessary.

Requirements:

• Previous experience in customer service, data entry, or collections is beneficial but not required.
• Excellent verbal and written communication skills, with the ability to manage difficult conversations effectively and professionally.
• Strong attention to detail and accuracy, particularly when managing customer information and tracking collections progress.
• Ability to prioritize multiple tasks and manage time effectively in a fast-paced environment.
• Proficiency in office software (e.g., Microsoft Office Suite, Excel) and familiarity with customer relationship management (CRM) or debt collection software is a plus.

Job Type: Full-time

Pay: RM1,800.00 - RM2,500.00 per month

Language:

• Mandarin (Required)