Customer Success Associate

Role Summary:

We are seeking proactive and customer-focused professionals to join our Escalation & Recovery Team in the role of Customer Success Executive. This position involves direct interaction with customers, addressing escalated cases, resolving disputes, and supporting a mutually win-win closure through effective communication and client handling. Candidates with a background in customer service, sales escalations, or recovery will excel in this role.

Key Responsibilities:

• Manage and resolve escalated/dispute situations in a timely manner.
• Coordinate with internal departments and clients to resolve payment, documentation, and dispute-related issues.
• Engage in negotiations with clients to facilitate a balanced solution while ensuring a positive customer experience.
• Conduct regular visits for resolution and negotiation.
• Maintain accurate and detailed records of all interactions, case progress, and resolution timelines.
• Build strong relationships with clients, ensuring a professional and supportive recovery experience.
• Identify operational gaps and recommend process improvements to reduce future escalations.

Candidate Requirements:

• 3-6 years experience in collections, CRM, Escalation handling or similar roles
• Excellent communication, negotiation, and documentation skills
• Good team handling & inter departmental coordination skills.