Mandatory Skills:
Customer Focus, Customer Service, Verbal Communication, Problem Solving, Teamwork, People Management, Managing Processes
Job Description:
? Fluent Business English
? Basic Credit Management skills
? Assertive Approach
? Excellent communication, Interpersonal and presentation skills.
? Possess excellent reasoning skills.
? Affinity to Numbers/Number Savvy
? Negotiating/Influencing skills
? Self driven
? Highly Target Oriented
? Open to Feedback and Learning
? Ability to connect with people
? PC Literate
? Strong Data input skills
? Strong Data analysis
? Strong Task Management and Organisational skills
? Strong oral and written communications
? Good problem solving ability
? Team Working
? Empathy
? An Undergraduate / Graduate with 6 - 12 months of total experience preferably in an inbound billing / collections process
Roles & Responsibilities:
? To investigate and resolve customer issues ensuring a pro-active, friendly and efficient service to all customers, whilst displaying a professional/commercial approach at all times, thus contributing to customer satisfaction/retention whilst resolving issues preventing the payment of billed revenue
? To ensure all debt collection activity is effectively carried out on the due date. At any point in time having a clear understanding of the customers debt position and issues effecting payment thereby making an effective contribution to the unit?s revenue collection targets
? To ensure all customer contacts, whether internal or external, are handled professionally, efficiently and effectively within agreed time-scales, thus contributing to customer satisfaction/retention.
? To ensure all customer complaints are recognized recorded acknowledged and resolve effectively thus contributing to customer satisfaction/retention and payment of billed revenue
? To maximize use of BT?s technologies to ensure specific customer requirements are met, with potential cost benefits and cash-flow improvements for BT and the customer being maximised in line with the Billing Strategy
? To develop effective working relationships with colleagues in order to enhance the Working Together ethos and develop team working
? To take responsibility for your own personal development and performance
? To understand and comply with all regulatory, fair trading and competition rules and adhere to Health Safety and Security responsibilities
? Keep oneself updated, aware of, and compliant to all Company policies and procedures which include Information Security Management Systems
? Keep all company information which includes customer information confidential and secured
