Customer Service Representative

Time Perks & benefits Leaves Company Overview Smart Collection is a leading chiller billing and collection company providing customer support, billing management, and payment collection for customers across the UAE. Our 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 focused team that values 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 , post receipts in the billing system, and reconcile payment records with monthly reports.Maintain accurate customer account notes and update information in the CRM; prepare routine account and collection reports.Follow scripts and escalation procedures; refer complex cases to supervisors and ensure timely follow-up.Contribute to meeting weekly and monthly KPIs related to customer satisfaction, handling time, and collection targets.Participate in periodic training to stay current on billing systems, company policies, and customer service best practices. Career Progression Our Lahore team offers a structured environment with clear performance metrics and opportunities for advancement into supervisory or specialized billing roles for high performers. Education required: Intermediate or equivalent diploma in Communications or a related field; OR 2+ years equivalent customer service/collections experience in utility, billing, or financial services environments. Professional verbal and written communication in English; ability to explain billing details clearly and calmly.2+ years of customer service or collections experience preferred; experience with utility or billing environments advantageous.Proven ability to manage inbound and outbound volumes while maintaining high quality and accuracy.Familiarity with CRM or billing systems; ability to accurately post and update customer records.Strong problem-solving skills to investigate discrepancies and coordinate cross-functional resolution.Basic computer skills: MS Office (Excel, Word) and data entry with attention to detail.Ability to follow scripts, adhere to compliance and privacy policies, and escalate issues appropriately.Time management and organizational skills to meet KPIs and maintain timely follow-up on outstanding accounts. Skills: Professional verbal and written communication in English; ability to explain billing details clearly and calmly., 2+ years of customer service or collections experience preferred; experience with utility or billing environments advantageous., Proven ability to manage inbound and outbound volumes while maintaining high quality and accuracy., Familiarity with CRM or billing systems; ability to accurately post payments and update customer records., Strong problem-solving skills to investigate discrepancies and coordinate cross-functional resolution., Basic computer skills: MS Office (Excel, Word) and data entry with attention to detail., Ability to follow scripts, adhere to compliance and privacy policies, and escalate issues appropriately., Time management and organizational skills to meet KPIs and maintain timely follow-up on outstanding accounts.