Giacom
Customer Service Advisor - Billing
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Job Openings: Customer Service Advisors - Billing Services
Giacom is the only provider of Comms, Cloud, Hardware and Billing through one platform. Our platform connects technology resellers and service providers to the best IT, Comms and Cloud products and services so they can create brilliant technology solutions for UK businesses.
We are expanding, we have 2 open requirements for customer service advisors to join a new team in Nelson, focusing on Billing Services. Please note, these roles are offered initially on 12 Month Fixed Term Contracts.
About the Role
As part of the Billing Team we aim to deliver excellent customer service and resolution of billing related queries as well as ensuring month end invoices are delivered in a timely fashion each month. You will provide excellent and proactive customer service to resellers, account managers and internal teams and ensure that all queries are resolved to SLA.
Responsibilities
- Produce and validate bills to ensure compliance targets are achieved for accuracy and timing.
- Utilise skills and knowledge of Billing systems to assist in resolving customer issues to highest standard.
- Take full ownership of customer issues seeing through to resolution within specified timeframe, approach to be tailored to the specific audience but must be able to handle phone calls, emails, and potential face to face meetings with Resellers.
- Manage and coordinate customer credits, before acquiring sign off from someone with the requisite seniority.
- Be involved in team meetings as required.
- Liaise with other departments where required to resolve client issues and manage performance.
- Recommend, influence and drive through appropriate changes to the billing process.
- Work effectively with other staff to ensure departmental objectives are achieved.
- Create and maintain products/tariff/discounts.
- Proactively participate in the delivery of the monthly bill runs.
- Some roles may involve Evening / Weekend work.
- Pick up any calls billing process tasks when required.
- Be vigilant for possible fraudulent activity and if necessary, raise a security incident report using the template accessible via the corporate Intranet.
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Skills & Experience Required
- Experience in working with large data sets.
- Aptitude to learn billing platforms & processes.
- Keen eye for detail, analytical and tenacious in identifying root causes and implementing solutions.
- Good communicator, able to build and develop effective relationships.
- Independent self-starter and flexible team player.
- Strong planning skills and ability to process information logically.
- Strong IT skills including Excel, and other data sources.
- Customer service experience, particularly in a billing or invoicing context.
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Benefits
- Investment in your future career with a variety of learning and development opportunities.
- No dress code - embrace the freedom to bring your whole self to work.
- 25 days annual leave, plus bank holidays. You'll even get your birthday off, too!
- A pension plan for your future.
- Complimentary refreshments in all our offices.
- For a comprehensive list of all our benefits, click here.
Diversity and Equality
Diversity and equality lie at the heart of our values. As an equal opportunities and disability-confident employer, we encourage applications from all eligible candidates, regardless of their backgrounds. We firmly believe that diversity enriches and strengthens our team with a variety of perspectives that drives innovation.
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