Customer Care Management

• Ensure high-quality customer service standards.
• Handle escalated customer complaints and ensure effective and timely resolution.
• Maintain regular communication with customers regarding service issues, billing and payment matters.

Recovery & Collection Management

• Monitor customer outstanding balances and ensure timely follow-up for payment recovery.
• Coordinate with customers to negotiate payment schedules and settlements when required.
• Prepare and execute recovery plans to reduce overdue receivables.
• Ensure compliance with company policies and legal guidelines during recovery activities.
• Liaise with legal, sales, and accounts departments for critical recovery cases.

Reporting & Documentation

• Prepare daily, weekly, and monthly recovery and customer service reports.
• Maintain accurate records of customer interactions, complaints, and payment commitments.
• Analyze recovery trends and recommend corrective actions to management.

Coordination & Compliance

• Coordinate with Sales, Accounts, and Production departments for smooth service delivery and recovery.
• Coordinate with Engineering department and Customer.
• Ensure compliance with internal controls, audit requirements, and regulatory standards.
• Support management in developing policies related to customer care and credit recovery.
• Any other responsibilities assigned by the management.