Wananchi Group (K) Ltd
Job Title: Billing Executive
Department: Customer Experience
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.
- 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
How to Apply
Interested and qualified candidates to submit their application including a detailed CV and day time telephone contact to firstname.lastname@example.org on or before 29th November 2018.
The subject line should be “Billing Executive”.
Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.
Only short-listed candidates will be contacted.
Note: Canvassing will lead to automatic disqualification.