Londonist DMC is an award-winning student accommodation agency with over 30 different locations across London, providing both short-term and long-term student accommodation options. Each of our accommodations offer stylish and comfortable en-suite rooms, studios, and apartment rooms, and access to outstanding facilities, such as gyms, cinemas, social and study spaces, and 24/7 on-site security and maintenance teams.

Job description

Call Centre Agent is responsible for managing resident accounts through proactive outbound and inbound communication, ensuring timely recovery of outstanding balances while delivering a qualified sales and customer-focused service experience. This is a contact-centre-based, operational role requiring strong communication skills, CRM usage, sales experience and persistence in collections activity.

Responsibilities
- Manage assigned resident accounts by conducting outbound calls and handling inbound enquiries related to overdue balances.
- Negotiate payment arrangements in line with company policies and escalation guidelines.




- Accurately record all payments, commitments, disputes, and communication activities within the CRM system.
- Maintain detailed and up-to-date account notes to support effective follow-ups and compliance requirements.
- Work collaboratively with Finance, Sales and Operations teams to resolve billing queries and resident issues efficiently.
- Identify high-risk or unresolved accounts and escalate them appropriately according to collections procedures.
- Meet individual and team performance targets, including call volumes, contact rates, resolution metrics, and collections KPIs.
- Contribute to ongoing improvements in collections processes, call scripts, and workflow efficiency.
- Provide operational support to the Finance team by supplying accurate collections data and updates when required.
- Deliver a calm, respectful, and professional customer experience, particularly during difficult or sensitive conversation

📌 Call Center Agent (Mumbai)
🏢 Londonist Dmc
📍 Mumbai