Bill to Cash Operations Associate

4 weeks ago


Kolkata West Bengal, India BT Group Full time

Bill to Cash Operations Associate

**Job Req ID**:30167**Posting Date**:18 Apr 2024**Function**:Business Operations**Unit**:Finance, Strategy & Business Services**Location**:DLF IT Park,Phase II, IIF/1, Kolkata, India**Salary**:competiive**Hiring Manager
- Rahul Sharma**

**Recruiter-Gunjan Chhabra**
**Role Code
- ARVCFB**
**Last date to apply
- 25-April-24**

**Please download the JD as it wont be available post the completion of IJP period.**

**Why BT?**
We’ve always been an organization with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.- Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.- Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.**Why this job matters**
The Service Delivery Advisor 2 assists in service delivery activities across multiple customer accounts, supporting customer needs to ensure the highest levels of customer satisfaction and that expectations are met and surpassed with some supervision.

**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
Skills required for the job
- 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 an



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