Billing Executive at Wananchi Group

Job Purpose / Summary: Responsible for day to day evaluating customer account transactions for all CE functions, Provide timely billing support to customers and CE team; oversee activities that support the Billing system and liaise across departments for effective billing & ensure consistent quality of service and minimal financial errors.

Key Roles:

• Manage and integrate data from audits in order to identify critical trends or risk; and make relevant, timely recommendations for performance improvement or elimination of identified risks.
• Ensure 100% response to internal & external billing queries escalation
• Ensure customers get the correct bills on time
• Ensure that all accounts under account management are assisted on time, with no NPD on the accounts
• Timely customers billing and track DD payment
• Provide customer support and assistance in issue troubleshooting and resolution
• Ensure ‘+1’ quality service provided to customer at all touch point.
• Offer high value customer support at designated touch points (Inbound, Outbound, Emails, Escalations) while ensuring customer satisfaction with service and quality of support provided

Experience & Background Needed

• A good understanding of customer support resources relating to billing queries and how their successful deployment can deliver step change in the customer experience and operation efficiency
• 2 years’ experience in a large 24/7 and diverse customer support operation, preferably in ICT sector
• Experience with customer service, preferably within a multi-site or multi-skilled, complex telephony environment
• Recent and demonstrable experience in customer management, reporting and excel
• Knowledge of statistics and experience using statistical packages for analyzing large datasets (Excel, SPSS, SAS etc.)
• Strong analytical skills with the ability to collect, organize, evaluate, and disseminate significant amounts of information with attention to detail and accuracy
• Adopt at queries, report writing and presenting findings