Customer Support Executive

ARDEM is looking for a Customer Support Executive to join our growing remote team. In this role, you will interact with US-based clients, handle customer inquiries, manage utility account setups, coordinate with vendors, and support accounting collection and fund detail management. The ideal candidate is proactive, detail-oriented, and comfortable working in a fast-paced environment.

Key Responsibilities

• Handle customer inquiries via phone and email in a professional and courteous manner.
• Resolve issues efficiently while maintaining a positive customer experience.
• Make outbound calls for follow-ups, feedback, and service updates.
• Maintain accurate records of all customer interactions in the CRM system.
• Update clients in real time via email regarding the current status of each request.
• Communicate professionally with US clients and internal stakeholders.
• Manage utility account setup and ensure accurate information entry.
• Contact vendors to collect, verify, and maintain required documentation.
• Proactively take action on vendor accounts and notify clients of any observed issues.
• Assist in accounting collection and fund tracking activities.
• Handle client queries promptly while ensuring confidentiality and accuracy.
• Contact clients via teams, email, or in-person (as applicable) to discuss overdue accounts.
• Negotiate payment arrangements and provide debt resolution solutions.
• Maintain detailed records of all collection activities and communications.
• Monitor account status and follow up on payment plans.
• 
  Prepare and send collection letters or legal notices as necessary.
• Collaborate with internal departments to resolve customer issues affecting payment.

Requirements

• Proven experience in a voice-based customer service or collections role for at least 3+ years.
• Fluency in US English accent is a must.
• Excellent verbal communication and listening skills.
• Ability to multitask, manage time effectively, and handle difficult conversations with professionalism and empathy.
• Bachelors degree Required (Finance, Business, or a related field).

Required Skills and Qualifications

• Strong communication, negotiation, and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Proficiency in using CRM tools, collection software, SAP Business One, NetSuite, and Microsoft Excel.
• Knowledge of relevant laws and regulations related to debt collection.
• Ability to work independently and as part of a team.

This opportunity enhances your work-life balance with allowance for remote work. To be successful your computer hardware and internet must meet these minimum requirements:

1. Laptop or Desktop:
• Operating System: Windows
• Screen Size: 14+ Inches
• Screen Resolution: FHD (19201080)
• Processor: i5 or higher
• RAM: Minimum 8GB (Must)
• Type: Windows Laptop
• Software: AnyDesk
• Internet Speed: 100 MBPS or higher

This is an exciting opportunity to play a pivotal role in strengthening the security foundation of a dynamic US-based BPO. You will have the autonomy to drive significant change and see the direct impact of your work. For a high-performing individual, this contract serves as a direct pipeline to a long-term career with our growing security team, offering stability and continued professional development.

About ARDEM

ARDEM is a leading Business Process Outsourcing (BPO) and Business Process Automation (BPA) company serving clients across the USA and Canada for over 20 years. We are passionate about innovation, efficiency, and excellence continuously improving our solutions to deliver measurable value to our clients. Join us and be part of a team transforming the future of business process outsourcing.