Bill to Cash Operations Associate

1 week ago

Gurgaon, Haryana, India BT Group Full time

What you'll be doing

Key Responsibilities:

• Resolve enquiries from customer and stakeholder and aim to resolve in a professional, quality manner, within agreed targets.

• Maintaining accurate records of conversations/actions taken and ensure all reporting is completed within the agreed timescales

• Protecting and developing customer loyalty through the provision of an excellent Billing service to our customers.

• Ensuring all communication with our customers is clear and concise and always portrays BT in a positive and professional image.

• Adhering to strict validation of customer contacts to protect customer data in accordance with GDPR guidelines.

• Receive and effectively handle inbound calls and eCHAT contacts, identifying and resolving first point of contact enquiry/dispute scenarios within agreed timescales and in a quality manner

• The ability to listen and respond to specific stated / unstated customer needs during the telephone calls

• Ensure prompt and accurate information is obtained with excellent decision-making skills

• Ability to work at speed and maintain high levels of accuracy/quality

• Understand customers' needs quickly with a right first-time mindset

• Deliver excellent customer satisfaction measured through ASAT/NPS scores

• The ability to escalate effectively where delays are being experienced in resolving customer issues which could result in late payment of invoices/impact customer experience

• The ability to use process guidelines effectively but also to think laterally when needed to help customers

• Attending conference calls/meetings/1:1's/forums when/where required

• Supporting your colleagues, Line Manager and the wider BT functions

• Capturing dispute details and ensure they route to the correct enquiries team for resolution.

• Invoicing and supporting activities related to billing systems

• Also at the same time, analyze the process, identify the process gaps, and try streamlining it. Support and participate in process improvement opportunities

• To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process

• Executing daily, weekly, and monthly tasks to ensure operational delivery

• Responsible for workflow activities of all requests and manage enquiries to completion

• When dealing with customers (internal or external) aspire to deliver an excellent customer experience

• Understand and follow relevant and appropriate legal, regulatory and compliance guidance including audit documentation, seeking support if needed

• Take responsibility for personal development and drive own performance

Experience you would be expected to have


• Must be a graduate in any stream

• Background and experience in Customer service, most preferably credit management and resolution of customer enquiries/complaints.

• Experience in managing key stakeholder relationships across operational teams and multiple Customer Facing Units including (but not limited to) Sales, Invoicing, Payment Services

• Experience of working in corporate customer facing roles with high quality call standard/monitoring in place.

• Experience of dealing with inbound customer call contacts or eCHATs and subsequent interaction/ resolution updates are required

• Exposure to L2C cycle – Change management, billing environment and cash application will be preferred

• Knowledge of call/circuit pricing and billing would be preferred

The role requires receiving and effectively handling high numbers of inbound calls, making outbound calls to ensure we are in line with our KCI process, and eCHAT contact along with managing multiple emails and working on customer enquiries cases in a quality manner.

Skills required for the job


• Strong/fluent business English communication skills (oral and writing). International Voice experience is must.

• Proficient in dealing with information requests, potential disputes, and complaint scenarios

• Ability to work in a fast paced highly productive team, meeting both productivity and quality targets.

• Business writing skills and good problem-solving skills

• Good cross-cultural awareness to be able to effectively communicate with UK customers

• Good self-management (Attendance/Break Management/AHT/ Wrap/Adherence/Shifts)

• PC literate with good system navigation skills

• Possess a keen eye for attention to details

• Good problem solving and analytical skills

• A willingness to continually challenge, help to evolve and improve enquiry/dispute scenarios

• Strong financial acumen/understanding in dealing with account/invoice reconciliations and financial transactions.

• Good written and verbal communication skills and etiquette, required to effectively communicate with external and internal stakeholders

• Logical reasoning and time management skills

• Proficient in range of Microsoft office software, Excel, Outlook, Teams, PowerPoint, Word, SharePoint etc.

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