Senior Billing and Customer Service Analyst
1 day ago
Job Title:
Senior Billing and Customer Service Analyst (US)
Work Setup & Schedule:
- Hybrid (3:00 a.m. to 12:00 p.m. Tuesday-Saturday)
What you'll be doing:
- Customer Inquiry Response
: Review and respond to incoming inquiries daily through various channels, including phone, email, and live chat. Inquiries may involve customer portal issues, invoice copy, vendor registration, or general account queries - Dispute Resolution
: Investigate and resolve billing disputes and discrepancies promptly. Work closely with the Billing, Credit & Collections and sales operations department to ensure accurate and timely dispute resolutions and customer satisfaction - Documentation Management
: Manage requests for banking information, purchase orders (POs), and other critical documentation. Manage third-party billing platform registrations and billing, including Ariba, Coupa, and other 3rd Party e-invoicing platforms - Billing Operations
: Review, prepare, and issue invoices and 'Early Renew Credits'. Ensure that all billing activities comply with company policies and procedures. Understand customer contracts. Review and create invoices in third-party billing systems, i.e., Ariba, Coupa, and proprietary e-invoicing systems - Reporting and Analysis
: Generate regular reports on billing activities, dispute resolutions, and customer service metrics. Provide analytical support to the billing and customer support teams to improve processes and enhance customer satisfaction - Team Collaboration
: Collaborate with cross-functional teams to improve and solve issues quickly
What will make you a great fit:
- Minimum of 5 years of experience in billing, customer service, or a related field, with at least 2 years in a senior role
- Strong understanding of billing processes, customer service practices, and documentation management
- Proficient in MS Office Suite, especially Excel and experience with billing software and customer service platforms
- Excellent communication and interpersonal skills
What D&V Philippines can offer you:
D&V Philippines is a place where you can build and grow your career because we invest in your training and development. You'll be a key player in our mission to deliver high-quality, cost-effective finance and accounting services for CFOs and professional services firms in Australia, Asia-Pacific, Europe, the United States, and the United Kingdom.
You'll also get to enjoy these perks on top of the essential employee benefits:
- Competitive salary with non-taxable allowances
- Health and wellness benefits
- Vacation and sick leave credits
- Yearly company and employee performance bonuses
- Free meal during office days
- Parent-friendly office
- Training and certifications
- CPD Training Assistance and PRC license renewal reimbursement
- Year-round employee engagement activities
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