About the job

Job Duties
 

• Resolve customers’ queries from Customer Service escalations and manage chargeback disputes, apply waivers and refunds
• Work closely with different departments (Engineering, Customer Service, Marketing, Product) to resolve payment & billing related issues
• Implement process and system improvements
• Analyse billing-related Net Promoter Score and tickets raised to Customer Service; and proactively drive initiatives to improve customer satisfaction
• Analyse monthly customer default rates and determine areas of improvement for revenue collection
• Work with cross-functional teams to implement initiatives to improve collection performances
• Weekly and monthly reporting of billing KPIs
   

The Ideal Candidate
 

• Proficient in MS Office (especially Excel); familiarity with databases and SQL is good to have
• Accounting/Finance background with 1 to 2 years of relevant work experience
• Fluent in written and spoken English
• Excellent communication ability and being able to work in teams and with other departments
• Attention to detail and the ability to prioritize and resolve time sensitive issues with a high degree of precision
• A strong focus on delivering value and delight to customers
• Understanding of billing operations and / or Oracle Telco billing systems is an added advantage
• Hands on operational knowledge will be highly preferred over technical knowledge
• Possess drive and resourcefulness to implement initiatives and enhance processes