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    Bill to Cash Operations Associate - Kolkata, India - BT Group

    BT Group
    BT Group Kolkata, India

    3 weeks ago

    Default job background
    Description

    What you'll be doing

    Key Responsibilities:

    • Resolve enquiries from customer and stakeholder and aim to resolve in a professional, quality manner, within agreed targets.

    • Maintaining accurate records of conversations/actions taken and ensure all reporting is completed within the agreed timescales

    • Protecting and developing customer loyalty through the provision of an excellent Billing service to our customers.

    • Ensuring all communication with our customers is clear and concise and always portrays BT in a positive and professional image.

    • Adhering to strict validation of customer contacts to protect customer data in accordance with GDPR guidelines.

    • Receive and effectively handle inbound calls and eCHAT contacts, identifying and resolving first point of contact enquiry/dispute scenarios within agreed timescales and in a quality manner

    • The ability to listen and respond to specific stated / unstated customer needs during the telephone calls

    • Ensure prompt and accurate information is obtained with excellent decision-making skills

    • Ability to work at speed and maintain high levels of accuracy/quality

    • Understand customers' needs quickly with a right first-time mindset

    • Deliver excellent customer satisfaction measured through ASAT/NPS scores

    • The ability to escalate effectively where delays are being experienced in resolving customer issues which could result in late payment of invoices/impact customer experience

    • The ability to use process guidelines effectively but also to think laterally when needed to help customers

    • Attending conference calls/meetings/1:1's/forums when/where required

    • Supporting your colleagues, Line Manager and the wider BT functions

    • Capturing dispute details and ensure they route to the correct enquiries team for resolution.

    • Invoicing and supporting activities related to billing systems

    • Also at the same time, analyze the process, identify the process gaps, and try streamlining it. Support and participate in process improvement opportunities

    • To complete/participate in ad-hoc projects to drive efficiencies and improvements in the process

    • Executing daily, weekly, and monthly tasks to ensure operational delivery

    • Responsible for workflow activities of all requests and manage enquiries to completion

    • When dealing with customers (internal or external) aspire to deliver an excellent customer experience

    • Understand and follow relevant and appropriate legal, regulatory and compliance guidance including audit documentation, seeking support if needed

    • Take responsibility for personal development and drive own performance

    Skills required for the job


    • Strong/fluent business English communication skills (oral and writing)

    • Proficient in dealing with information requests, potential disputes, and complaint scenarios

    • Ability to work in a fast paced highly productive team, meeting both productivity and quality targets.

    • Business writing skills and good problem-solving skills

    • Good cross-cultural awareness to be able to effectively communicate with UK customers

    • Good self-management (Attendance/Break Management/AHT/ Wrap/Adherence/Shifts)

    • PC literate with good system navigation skills

    • Possess a keen eye for attention to details

    • Good problem solving and analytical skills

    • A willingness to continually challenge, help to evolve and improve enquiry/dispute scenarios

    • Strong financial acumen/understanding in dealing with account/invoice reconciliations and financial transactions.

    • Good written and verbal communication skills and etiquette, required to effectively communicate with external and internal stakeholders

    • Logical reasoning and time management skills

    • Proficient in range of Microsoft office software, Excel, Outlook, Teams, PowerPoint, Word, SharePoint etc.

    Experience you would be expected to have


    • Must be a graduate in any stream

  • Experience in International voice is mandatory.


    • • B ackground and experience in Customer service, most preferably credit management and resolution of customer enquiries/complaints.

    • Experience in managing key stakeholder relationships across operational teams and multiple Customer Facing Units including (but not limited to) Sales, Invoicing, Payment Services

    • Experience of working in corporate customer facing roles with high quality call standard/monitoring in place.

    • E xperience of dealing with inbound customer call contacts or eCHATs and subsequent interaction/ resolution updates are required

    • Exposure to L2C cycle – Change management, billing environment and cash application will be preferred

    • Knowledge of call/circuit pricing and billing would be preferred

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