Bill to Cash Operations Associate

1 month ago

Gurugram Haryana, India BT Group Full time

Bill to Cash Operations Associate

**Job Req ID**:29852**Posting Date**:23 Feb 2024**Function**:Business Operations**Unit**:Finance, Strategy & Business Services**Location**:Building No 14 Sector 24 & 25A, Gurugram, India**Salary**:competitive- What I’ll be doing - your accountabilities
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
The skills you need
- Strong/fluent business English communication skills (oral and writing)
- 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)
- Good problem solving and analytical skills
- A willingness to continually challenge, help to evolve and improve enquiry/dispute scenarios
- Background and experience for Voice process in Customer experience/service, most preferably credit management and resolution of customer enquiries/complaints.
- Excellent Customer relationship skills including strong communication, rapport building, with strong written and verbal competency.
- Good working knowledge of Billing, Agent and Collections Desktop, with knowledge of supporting systems CSS, Oracle, CFB (Customer Manager), Radar, Analyst Converge, BTBA.
- Proficient in range of Microsoft office software, Excel, Outlook, PowerPoint, Word, Access, SharePoint etc.
Experience you would be expected to have
- **It is a Voice profile (70-80 collections call per day).**
- 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
- Knowledge of call/circuit pricing and billing would be preferred

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