Job Title: Sales and Collection Specialist

Job Summary

Company
Satellite Office Solutions Pty Ltd
Industry
Consulting/Advisory Services
Location
Philippines
Job Category:
IT
Years of Experience
1 - 4 years
Function
IT
Education
Posted On
5th Feb 2020

Job Description:


Job Description :

WHAT IS THE PURPOSE OF THIS ROLE?
The goal of this position is to provide a great customer experience, ensure customer enquiries and issues are resolved efficiently and accurately for the Wholesale segment across our multiple brands including Symbio, iBoss and Telcoinabox. The position reports to the Sales Accounts and Billing Manager.

The Sales Accounts and Billing team will be referred to, externally, as the Wholesale Partnership team and will provide support to all Wholesale customers for billing and accounts enquiries, managing and investigating billing disputes and other general accounts and services enquiries. The role will involve handling customer complaints with fairness and empathy and communicating with the customer in the most suitable manner.

With expertise in phone and online-based communication, you are someone who likes to get things done, and you are energized to provide exceptional service levels by processing requests and helping people. The primary responsibility of this position is to ensure all enquiries from customers are actioned correctly and timely to provide an exceptional customer experience and delivery of business objectives.

WHAT WOULD THE HIRE BE RESPONSIBLE FOR?

  • Provide timely and effective support to all customer enquiries relating to their accounts, billing and general services enquiries.
  • Provide timely and effective support to all customer escalations and to the Team Manager.
  • Provide timely and effective support for the investigation and resolution of customer billing disputes.
  • Assist customers with online Management tools
  • Providing understanding on customer invoices and associated charges
  • Managing accounts/retention and general queries from customers and providing an excellent customer experience.
  • Managing the refund/credit for customers.
  • Managing account configurations such as direct debits.
  • Ensure accurate and complete information is entered into the MNF Systems.
  • Manage system queues appropriately including monitoring and managing daily assigned work.
  • Utilize and adhere to the MNF Credit Policy, Privacy Policy and/or any other policies and procedures as appropriate to effectively manage customer escalations and training staff to ensure compliance is met.
  • Provide timey updates to Sales Managers and Account Managers on customer billing disputes including any issues or risks that could have a Financial and/or contractual impact.
  • Work collaboratively with the Finance Management team in support of the debt collection.


WHAT IS NEEDED TO QUALIFY?
  • Must have 5 years of Customer Service, Billing, and Collections experience
  • Extensive knowledge in Telecommunication Products and Services
  • Proven customer service skills with a great phone manner
  • Excellent Written and Verbal Communications Skills
  • Must have an advance skill using MS Officer and other tools
  • Extreme High Attention to Details

 
About Us

Satellite Office has been leading the race among offshore service providers in the country. With a highly-tenured leadership team, robust internal processes and systems, and a unique, no-nonsense approach to offering “satellite office” solutions, it has quickly built its strong reputation among businesses in Australia, and has expanded its clientele to include the United States and European markets. Specialized in the fields of Customer Service and Sales, IT and Software Development, Digital Marketing, Creatives and Design, Content Management, and Finance and Back Office, its areas of expertise continue to widen, deeply immersing the company in many other industries while rapidly gaining distinction within the industry.

From corporate support to operations professionals, the team has been meticulously selected from the best in the country’s pool of experts. Implemented best practices coupled with creative approaches have resulted in streamlined solutions, efficient operations, and optimized performance for each client and employee growing alongside the company.