日本と海外をつなぐクラウドソーシング

Accenture Inc

Inbound/Outbound Representative

2014/01～

● Meet customer requirements through first contact resolution.
● Greet customers in a courteous, friendly, and professional
manner using agreed upon procedures.
● Listen attentively to customer needs and concerns;
demonstrate empathy. Clarify customer requirements; probe
for and confirm understanding of requirements or problem.
● Confirm customer understanding of the solution and provide
additional customer education as needed.
● Offer solutions to basic customer issues.
• Collect & recover customer receivables and debt. Ensure cash collection activities meet the requirements of the client by reducing debt aging, maximizing cash collection & collecting high-quality dispute information, while maintaining a professional relationship w/ the client & their debtors.
• Contact by phone with debtors to make payment arrangements/establish payment dates and resolve issues and disputes
• Capture accurate, detailed notes of discussions and arrangements and send follow up information as requested/required
• Meet collection targets, and ensure agreed Service Levels are met or exceeded
• Escalate issues in accordance with escalation policy; collect, progress and escalate high quality dispute information as required
• Attend /support client meetings to discuss debtor performance and address issues as required
• Be proactive and innovative with ideas to continuously improve collection-related processes, services and deliverables to the client
• Assist in the preparation of management reports in line with client's and Accenture's requirements; provide collections statistics and reports
• Develop and maintain processes to allow accurate and timely production of regular or ad hoc reports for clients and internal operations in all aspects of revenue collection
• Ensure that the business operates in line with operational excellence practices in the areas of process performance, process execution, process management and continuous improvement