Customer Service Representative

Smart Payments Collection provides customer support, billing management, and payment collection for customers across the UAE. The Lahore office supports regional operations by managing inbound and outbound customer communications, resolving billing discrepancies, and ensuring timely collections while maintaining high customer satisfaction and data accuracy.

Role Summary

The role involves daily interaction with residential and commercial customers, coordination with internal billing and field teams, and maintaining accurate records. You will be part of a team that focuses on professionalism, clear communication, and problem-solving to meet collection targets and service-level objectives.

Key Responsibilities

• Handle inbound and outbound customer calls, emails, and messages to address billing inquiries, payment status, and service questions.
• Investigate and resolve billing discrepancies by coordinating with billing and technical teams; document findings and follow through to resolution.
• Process payments, post receipts in the billing system, and reconcile payment records with monthly reports.
• Maintain accurate customer account notes and update CRM/billing systems.
• Follow scripts, adhere to compliance and privacy policies, and escalate issues appropriately.
• Meet KPIs for call quality, collections, and timely follow-up on outstanding accounts.

• Must-have: Professional verbal and written communication in English.
• 2+ years customer service or collections experience (preferred); experience in utility, billing, or financial services advantageous.
• Familiarity with CRM or billing systems; ability to accurately post payments and update customer records.
• Basic computer skills: MS Office (Excel, Word) and data entry with attention to detail.
• Ability to follow scripts and comply with privacy/compliance policies.
• Strong problem-solving, time management, and organizational skills to meet KPIs.