Customer Support Representative

About the role

As a member of the Customer Support Team you will handle both inbound and outbound calls from customers whose accounts are due or in arrears. You will use your listening and negotiation skills to guide them toward affordable repayment arrangements and help them return to their contractual commitments.

Key responsibilities

• Process inbound calls from customers across all recovery tranches with professionalism and accuracy.
• Make outbound calls to assist customers with due and overdue accounts, offering payment options within affordable guidelines.
• Record detailed contact notes in the system for each interaction.
• Develop and secure affordable payment plans that aim to reduce defaults and delinquency.
• Maintain effective relationships with customers and colleagues while ensuring outcomes comply with regulations.
• Meet departmental quality‑assurance metrics, including KPIs and SLAs.
• Support other departments to deliver a seamless customer journey and provide regular feedback to line managers.

Required profile

• Minimum 1 year experience in a customer‑centric environment, preferably within collections or recoveries.
• Experience in the financial services sector and familiarity with FCA guidelines.
• Ability to work with vulnerable customers and achieve results focused on customer satisfaction.
• Strong verbal, written and numerical communication skills, with high attention to detail.
• Team player who can also work independently and maintain quality standards.

What we offer

• Annual leave of 24 days plus 17 public holidays in accordance with Georgian law.
• Flexible shift options covering Georgia business hours, including morning and late shifts.
• Remote work arrangement based in Georgia.