Debt Collection - Customer Service Specialist

April 7

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Voltex Electrical Accessories

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Voltex Electrical Accessories is Australasia's fastest-growing electrical brand, catering to both Australia and New Zealand. It provides a range of electrical products and accessories, supporting various regional customer needs via its dedicated websites and contact numbers. Known for its rapid growth in the electrical sector, Voltex is becoming a key player in the market, offering quality products and services to its clientele.

51 - 200 employees

Founded 2001

🔧 Hardware

📋 Description

• We are looking for an experienced Debt Collector / Customer Service Specialist with a strong background in the Australian trade industry. • The successful candidate will manage end-to-end credit control processes, including debt collection, onboarding new accounts, and delivering exceptional customer service. • You will support the finance team by driving proactive credit management and providing administrative assistance, all while maintaining positive customer relationships and helping ensure cash flow targets are achieved. • Make a minimum of 60 outbound calls per day to follow up outstanding debts and resolve account issues. • Handle any customer service queries, returns, credits that come about during the collection process in a professional solution-focused manner with a focus on maintaining and building relationships. • Assess and process credit checks for new accounts, changes to existing accounts including credit checks and risk analysis. • Exercise sound judgment in decision-making related to account onboarding and credit limits. • Collaborate with internal departments (sales, operations, accounts) to resolve disputes and maintain customer satisfaction. • Maintain accurate and up-to-date records of collection activity, payment arrangements, and communication logs. • Prepare and issue demand letters, statements, and other documentation as required. • Provide administrative support including data entry, account maintenance, and filing. • Monitor and report on overdue accounts, potential defaults, and liquidation risks.

🎯 Requirements

• Minimum 2 years’ experience in debt collection or credit control within the Australian trade or industrial services sector. • Proven experience in credit decision-making and assessing new customer applications. • Solid understanding of Australian business entity types, ABNs, credit reporting regulations, and liquidation/default processes. • Proficient English communication skills with a clear and concise speaking accent suitable for high-volume phone communication with Australian clients. • Strong negotiation skills and the ability to manage difficult conversations while maintaining professionalism. Demonstrates emotional intelligence and empathy when handling sensitive customer interactions, while maintaining a firm yet respectful approach to collections. • High level of attention to detail, time management, and multitasking abilities. • Experience with accounting or ERP systems (Connected business, Xero) is desirable. • Proficiency in Microsoft Office, including Teams, Power BI, Excel and Outlook. • Strong problem-solving mindset and the ability to work independently. • A proactive and resilient attitude with a customer-first approach. • Eagerness to pursue personal and professional growth, with a willingness to learn, upskill, and contribute beyond core responsibilities. • Strategic and solution-focused thinker with the ability to identify opportunities for process improvement or lead small projects that benefit team efficiency and performance. • Able to contribute to and align with team OKRs (Objectives and Key Results), driving collective success through individual impact. • Familiarity with ASIC records, credit bureaus (e.g., Equifax, NCI), and personal director checks.

🏖️ Benefits

• Competitive salary + performance-based incentives. • Work from home but be part of a supportive team environment with professional development opportunities. • Exposure to a well-established business in the Australian trade industry which includes travel to AU periodically.