B2C Collections Specialist

Role Overview

This role focuses on recovering overdue payments from business customers across international markets by combining systematic follow-up with direct communication. The specialist ensures invoices are settled on time, updates customer account records in the ERP system, and collaborates with local country teams and accounting to clear disputes and discrepancies. Day-to-day work involves reviewing a shared inbox, placing outbound calls and sending emails to foreign clients, and tracking promises to pay — all while meeting defined service level and key performance targets.

Key Responsibilities

• Check the collections email queue daily, prioritise cases by urgency and assign them for action.
• Contact international customers via phone and email to chase overdue invoices, uncover reasons for late payment, and secure payment commitments.
• Issue payment reminders and automated dunning letters, then follow up on responses; record and monitor promise‑to‑pay dates in the system.
• Distribute balance confirmations and customer statements; provide copies or duplicates of invoices when customers request them.
• Identify invoices that have been overdue for more than 90 days and escalate them to local country teams according to established procedures.
• Keep detailed, accurate collection notes within the ERP system after every contact, updating the customer’s current status.
• Work with accounting and local teams to resolve mismatches in customer balances and address any disputes or claims related to invoices.
• Use MS 365 (especially Excel) and Oracle to run aging reports, track collection actions, and support month‑end closing tasks under tight deadlines.
• Perform additional duties assigned by the supervisor and contribute to process improvement or standardisation initiatives.

Requirements & Qualifications

• Diploma in Business Administration, Accounting, Finance, or a closely related field.
• 1–2 years of experience in collections, credit control, or accounts receivable.
• Solid working knowledge of MS 365, particularly Excel (required).
• Familiarity with an ERP system (Oracle is a plus but not mandatory).
• Strong communication, negotiation, and stakeholder management skills to maintain professional relationships with clients.
• Very good command of English (minimum B2 level) and very good command of the local/native language of the supported country (minimum B2) – language pairing depends on business needs.
• Ability to work under pressure, especially during month‑end closing periods.
• Customer focus and resilience when handling demanding or difficult customers.
• Analytical and problem‑solving mindset with keen attention to detail.
• Positive attitude, willingness to collaborate, and ability to learn quickly.

What We Offer / Why Join

You will receive full onboarding, training, and all work equipment needed to succeed. The collections team is organised by country portfolios, giving you exposure to international markets. Note that this is a fixed‑term contract of four months to cover maternity leave; when Kenyan public holidays fall on working days in the supported country, on‑call duties may be scheduled based on employee sign‑ups.