Basic FunctionThis position is responsible in assisting back office processes.
EducationGraduate of any 4 year degree course.
Preferably with at least one (1) year relevant work experience.
Specific Duties and ResponsibilitiesThe Back Office Representative will performany of the functionsoutlined below:
Order Desk
Order Entry
Logs into Contract Management system to retrieve orders for processing.
Keys order information into Deal Capture System with speed and accuracy.
Follows the contract acceptance policy for appropriate disposition.
Dispositions orders with appropriate status for visibility by Channel Partners, Sales, and other key team members.
Communicates order processing issues to appropriate parties.
Escalates any system issues, observed documentation issues, or other challenges to management.
Reviews paper contracts to ensure authorized signature, effective date, service/billing address, phone, social security number or Tax lO, utility, rate, term, and product. Pass/fail as necessary. Follows contract acceptance policy for appropriate disposition.
Reviews duplicate orders to ensure returning customer has no previous payment or regulatory issues, to identify whether account is eligible / appropriate for re-enrolment.
Ensures data accuracy/validity in Enrolment database.
Reviews customer credit score per applicable market or service class and attaches to the contract if already on file in Sales Force to avoid duplicate retrieval.
Manage sales channels internal deal lag or rejection and be an advocate for retaining and correcting deal for enrolment process.
Notifies respective Sales Manager/Inside Sales Rep of rejection/missing information.
Helps document processes to ensure repeatability of process.
Performs requests from sales with a detail oriented mind and ask questions for clarity on request.
Other ad hoc tasks as may be assigned.
Prepare daily reports and work summaries as required.
Carry out additional data operations and administrative tasks as required.
Meet preset Service Level Agreement with the client
Documents Review and other tasks assigned
Logs into the Check and Approval System to retrieve contracts for review.
Contract reviews will be processed in the Enrollment\Documents queue in the order of their receipt after having been approved through various check steps.
Complete the checklist with speed and accuracy.
Tagged corrected data entry on the checklist.
Make sure the all contracts submitted via deal entry follows the contract acceptance policy
Reports to the Team Lead if there’s a negative status found in contract review.
TPV Processing and other tasks assigned
Logs into vendor website to review the recorded calls
Review data entered in the enrollment system versus what is stated on the call recordings
Review that call recording are aligned with the Contract Acceptance Policy for TPVs.
Correct all necessary information that needs to be changed to align it with the call recordings and reject contract if necessary.
Completes the TPV checklist with speed and accuracy.
Communicates TPV processing issues to concerned parties.
Data Acquisition and Data Preparation
Prepare and send usage requests via email or website
Send all necessary documents to utilities to obtain historical usage
Follow up on all usage requests and ensure data is available prior to pricing due date
Escalate issues with data acquisition in a timely manner to ensure that data is available for pricing on time
Ensure that data received from utilities is complete and resolve incompleteness by working with internal Sales Support team
Responsible for analyzing, reviewing accuracy, and converting data into user-friendly format for pricing models
Following up with Sales Support on any Data-related issues such as anomalies, inconsistencies, and hole-filling
Process custom pricing requests (create customer record, opportunity, and pricing request inside CRM)
Other ad hoc tasks or activities associated with the data acquisition function and/or tasks within the capability and pay grade of the Data Acquisition Specialist may be assigned
Prepare and send usage requests via email or website
Send all necessary documents to utilities to obtain historical usage
Follow up on all usage requests and ensure data is available prior to pricing due date
Escalate issues with data acquisition in a timely manner to ensure that data is available for pricing on time
Ensure that data received from utilities is complete and resolve incompleteness by working with internal Sales Support team
Responsible for analyzing, reviewing accuracy, and converting data into user-friendly format for pricing models
Following up with Sales Support on any Data-related issues such as anomalies, inconsistencies, and hole-filling
Process custom pricing requests (create customer record, opportunity, and pricing request inside CRM)
Sales Support
Answer emails to assist in resolving sales channel questions and inquiries
Prepare and send contracts to sales channels
Run credit checks for new prospects
Submit credit approval requests to finance for approval
Revise processes & implement improvements for Partner Portal and other sales tools
Support Sales Managers and channels utilizing cross functional teams
Research channel commission, billing, enrollment issues and escalate to appropriate departments
Review commission reports to ensure accuracy and payment timeliness
Utilize proprietary databases to provide sales channels with customer information
Create tickets to resolve sales channel issues
Participate in and complete special projects as needed
Quality
Identify complaint risks and opportunities for improvement in the Sales and Service process through audits and reviews of various sources
Assist with customer quality issues and root cause analysis make recommendations for improvement and support the implementation of those ideas
Track and analyze all related data for analysis to strategies to drive continued improvement in Sales and Service Effectiveness
Other duties may be assigned
QualificationsMust be accurate, detail-oriented and have excellent organizational and follow-up skills
Can work independently with minimal supervision
Decision making skills on a case-by-case basis are required
Good English comprehension and excellent verbal and written communication skills including superior listening skills
Must be able to operate in a fast-paced organization and handle multiple projects simultaneously
Excellent typing skills
Computer skills: MS Office (Outlook, Word, Excel, Adobe Reader, Windows XP or newer)
Visit us at: Infinit-O | BPO Outsourcing Companies Philippines
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