Junior Billing Analyst

5 days ago

Manila, National Capital Region, Philippines Masergy Philippines Inc. Full time

Job Summary

Responsible for updating the billing system according to customer contracts, responding to questions related to customer invoices and general inquiries, as well as for the resolution of billing disputes. The Junior Billing Analyst provides world-class service to our internal and external customers by promptly answering a full range of customer requests, inquiries, and complaints relating to their invoices, and resolving general billing questions. The Junior Billing Analyst establishes rapport and promotes effective relationships, relates well to the customer, and demonstrates a favorable image of the organization through effective use of soft skills (including active listening and problem-solving skills) and professional communications. Additionally, they act in the best interest of both the customer and company, work with moderate supervision/guidance, and are accountable for both individual results and team results.

Core Responsibilities

  1. Review and process recurring and one-time charges in the billing system as the products become billable.
  2. Review customer contracts to determine terms and conditions as well as billing accuracy.
  3. Perform monthly billing audits prior to invoice production.
  4. Interact with customers via telephone, e-mail, or video meeting to assist with a variety of customer inquiries and issues.
  5. Demonstrate good oral and written communication skills, with the ability to articulate relevant information and directions in an organized and concise manner.
  6. Navigate through multiple internal systems to retrieve relevant information for resolving billing issues.
  7. Correct errors and discrepancies within the billing system as needed.
  8. Work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset customers.
  9. Demonstrate a high degree of professionalism, integrity, and ethical behavior, including maintaining the confidentiality of sensitive employee, customer, and/or business data.
  10. Interact with customers to assist with a variety of customer inquiries and issues.
  11. Maintain regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  12. Other duties and responsibilities as assigned.

Employees at all levels are expected to:

  1. Understand our Operating Principles; make them the guidelines for how you do your job.
  2. Own the customer experience; think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
  3. Know your stuff; be enthusiastic learners, users, and advocates of our game-changing technology, products, and services, especially our digital tools and experiences.
  4. Win as a team; make big things happen by working together and being open to new ideas.
  5. Be an active part of the Net Promoter System; a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs, and helping us elevate opportunities to do better for our customers.
  6. Drive results and growth.
  7. Respect and promote inclusion & diversity.
  8. Do what's right for each other, our customers, investors, and our communities.

Requirements:

  1. At least 1 year of relevant work experience in billing and/or collection.
  2. Amenable to working on a night shift schedule.
  3. Excellent communication skills.

Disclaimer:

This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications.

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