Customer Support Representative

Key Responsibilities:

1. Inbound and Outbound Calls

· Handle inbound calls from customers regarding payment due dates, account status, and recovery-related inquiries.

· Make outbound calls to clients for payment reminders, settlement discussions, and overdue balance recovery.

· Engage with customers who are in arrears, offering solutions and payment plans to bring their accounts up to date.

· Provide information about ongoing real estate projects, payment plans, and relevant offers.

2. Queries Resolution

· Resolve customer queries related to their real estate investments, payment status, and account balances.

· Explain payment options, penalties, payment schedules, and any related terms and conditions.

· Assist clients in understanding their payment history, making necessary adjustments if applicable.

· Address and resolve client disputes related to payments, fees, and recovery processes.

3. WhatsApp Communication Management

· Manage WhatsApp accounts for sending payment reminders, discount offers, and promotional messages.

· Share payment options, deadlines, and recovery information through WhatsApp to keep clients informed.

· Send voice notes to clients, explaining payment issues or offering personalized recovery solutions.

· Use WhatsApp to build better client relationships and encourage timely payments.

4. Payment Sharing and Account Statements

· Generate and send payment statements to clients upon request and ensure timely delivery of all necessary documents.

· Share information on outstanding payments, payment history, and outstanding balances with customers.

· Assist clients in understanding their financial position with Grand City and help clarify any discrepancies.

5. Payment Recovery & Settlements

· Facilitate discussions with customers on overdue payments and provide clear options for settling debts.

· Offer flexible payment plans or settlement options to clients in arrears, ensuring a smooth recovery process.

6. Data Entry and Documentation

· Accurately document all customer interactions, ensuring details are recorded in the customer management system.

· Maintain up-to-date client records, noting payment status, outstanding amounts, and communication history.

· Ensure that all communications (calls, WhatsApp messages, emails) are logged appropriately.

7. Compliance and Reporting

· Maintain confidentiality of customer data and financial information at all times.

· Report daily progress on recovery targets, call outcomes, and payment statuses to management.

Job Type: Full-time

Pay: Up to Rs45,000.00 per month

Work Location: In person