Customer Service Representative

5 days ago

Ortigas Metro Manila, Philippines Loanworks Technologies Full time ₱800,000 - ₱1,200,000 per year

This is for a full-time position.

Job Summary

The Billing Resolutions team provides efficient and comprehensive support for customer invoice inquiries and disputes. As a Customer Service Representative in the team, you will contribute to the resolution of billing issues and support the management of the Billing hotline. Depending on your level of experience, responsibilities may range from assisting with inquiries to independently managing and resolving assigned disputes, ensuring timely and effective customer service.

Responsibilities

  • Managing or assisting with customer billing inquiries and disputes within service level agreements.
  • Supporting the Billing Resolutions hotline to ensure timely and professional customer service.
  • Reconciling invoices, accounts, and payments, with increasing independence over time.
  • Preparing reports and summaries, including trend analysis and insights for management.
  • Collaborating with Account Managers, internal departments, and suppliers to resolve billing issues.
  • Participating in training sessions to build and enhance billing resolutions expertise.
  • Assisting with Telecommunications Industry Ombudsman (TIO) matters and ensuring compliance.
  • Supporting credit officers with collection strategies and dispute resolution.
  • Monitoring and following up on accounts with billing queries or withheld payments.
  • Identifying recurring billing issues, assessing risks, and contributing to corrective actions.

Qualifications

  • Bachelor's degree and/or relevant industry experience
  • Open to fresh graduates and/or with at least 6 months' relevant experience in Telecommunications Industry
  • Excellent communication and presentation skills
  • Strong analytical profile with ability to interrogate data and translate to business impact statements that affect customer financials.
  • Deliver a high level of customer service, takes ownership and provides solutions to the customer's needs through Personal Accountable Service.
  • Good understanding of Telecommunications Industry products and services, processes and invoicing systems but not required.
  • Knowledge in multiple facets of billing including but not limited to Data Staging, Mediation, Rating and Billing.
  • Understanding of invoice management concepts and implementation techniques, performance monitoring and management.
  • Process and Operational Excellence skills relating to the billing environment.
  • Process oriented thinker who has been in a challenger mindset environment and has the commercial focus and ability to interpret and translate technology and operational standards (e.g. ITIL, PRINCE2) and issues into business-relevant measures/outcomes
  • Amenable to work on a day shift work schedule in Ortigas (AU working hours, onsite for the first six months)

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