Call Center Specialist

2 weeks ago

Istanbul, Istanbul, Turkey Londonist DMC - Student Accommodation Agency Full time

About Londonist

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 Specialist is responsible for managing resident accounts through proactive outbound and inbound communication, ensuring timely recovery of outstanding balances while delivering a professional and customer-focused service experience. This is a contact-centre–based and operational role requiring strong communication skills.

Responsibilities

  1. Manage assigned resident accounts by conducting outbound calls and handling inbound enquiries related to overdue balances.
  2. Communicate with residents via phone, email, and messaging to clearly explain outstanding charges, payment options, deadlines, and next steps.
  3. Negotiate payment arrangements in line with company policies and escalation guidelines.
  4. Accurately record all payments, commitments, disputes, and communication activities within the CRM system.
  5. Maintain detailed and up-to-date account notes to support effective follow-ups and compliance requirements.
  6. Identify high-risk or unresolved accounts and escalate them appropriately according to collections procedures.
  7. Contribute to ongoing improvements in collections processes, call scripts, and workflow efficiency.
  8. Provide operational support to the Finance team by supplying accurate collections data and updates when required.
  9. Deliver a calm, respectful, and professional customer experience, particularly during difficult or sensitive conversations.

Skills, Experience & Competencies

  • Excellent verbal and written communication skills in
    English
    .
  • Previous experience in call centre or customer support roles.
  • Strong verbal and written communication skills with the ability to manage challenging conversations.
  • Minimum 2 years' experience in a call centre and high-volume customer support role.
  • Comfortable working in a high-volume, target-driven environment.
  • Strong organisational skills with attention to detail.
  • Resilient, proactive, and solution-oriented mindset.

Londonist DMC is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Londonist was awarded the
2025 King's Award for Enterprise in International Trade
, the highest official recognition a UK business can receive.

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