Job Purpose / Summary: Responsible for day to day evaluating customer account transactions for all CE functions, Provide timely billing support to customers and CE team; oversee activities that support the Billing system and liaise across departments for effective billing & ensure consistent quality of service and minimal financial errors.
Key Roles:
Manage and integrate data from audits in order to identify critical trends or risk; and make relevant, timely recommendations for performance improvement or elimination of identified risks.
Ensure 100% response to internal & external billing queries escalation
Ensure customers get the correct bills on time
Ensure that all accounts under account management are assisted on time, with no NPD on the accounts
Timely customers billing and track DD payment
Provide customer support and assistance in issue troubleshooting and resolution
Ensure ‘+1’ quality service provided to customer at all touch point.
Offer high value customer support at designated touch points (Inbound, Outbound, Emails, Escalations) while ensuring customer satisfaction with service and quality of support provided
Experience & Background Needed
A good understanding of customer support resources relating to billing queries and how their successful deployment can deliver step change in the customer experience and operation efficiency
2 years’ experience in a large 24/7 and diverse customer support operation, preferably in ICT sector
Experience with customer service, preferably within a multi-site or multi-skilled, complex telephony environment
Recent and demonstrable experience in customer management, reporting and excel
Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, SPSS, SAS etc.)
Strong analytical skills with the ability to collect, organize, evaluate, and disseminate significant amounts of information with attention to detail and accuracy
Adopt at queries, report writing and presenting findings
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