The B2C Collections Specialist is responsible for proactive collections activities for assigned markets, ensuring timely settlement of customer invoices, and maintaining accurate customer account status in the system. The role includes monitoring overdue receivables, contacting customers by phone and email, issuing dunning communications and balance confirmations, and supporting resolution of invoice disputes in cooperation with accounting and local country teams. Performance should meet the requirements defined in the SLA/KPIs applicable for the role.
Specific Responsibilities
Review the shared Collections mailbox daily and handle assigned cases according to priorities.
Contact international customers by phone and email to follow up overdue invoices and identify reasons for non-payment.
Send payment reminders, monitor responses to automatic dunning letters, and obtain/record promise-to-pay dates.
Send balance confirmations and customer statements; provide invoice copies/duplicates upon request.
Escalate invoices overdue by more than 90 days to local country teams in line with procedures.
Maintain accurate collection notes and customer records within the ERP System.
Add detailed case notes in the system after each customer contact and update the current status.
Cooperate with accounting and local teams to resolve customer balance discrepancies and invoice disputes/claims.
Work effectively under time pressure, especially during month-end closing periods.
Use MS 365 tools (mainly Excel) and Oracle to analyze aging, track actions, and support reporting.
Perform additional tasks as requested by the supervisor/senior and participate in process improvements/standardization.
Qualifications & Requirements
Diploma in Business Administration, Accounting, Finance or related field.
1-2 years of experience in collections, credit control or accounts receivables.
Good knowledge of MS 365 (especially Excel) – required.
Experience with ERP systems (Oracle is an advantage) – nice to have.
Additional Information
Highly developed communication, negotiation and stakeholder management skills necessary to maintain professional customer relationships.
Very good command of English (minimum B2 level).
Very good command of the local/native language of the supported country (minimum B2) – depending on business needs.
Ability to work under pressure, especially during month-end closing periods.
Customer focus and resilience when dealing with demanding customers.
Analytical and problem-solving skills with attention to detail.
Positive attitude, effective collaboration, and ability to learn fast.
Full onboarding, training, and work equipment provided.
When Kenyan public holidays are working days in the supported country, on-call duties may be scheduled based on employee sign-ups.
The Collections team is organized by country portfolios.
This is a fixed term contract for 4 months to provide for maternity cover.
