Purpose of the Job

The Billing Support Officer deals with customers complaints via telephone and emails.
They are required to handle a variety of functions, including end to end resolution of Billing issues.
Officers make an important contribution to customer satisfaction by providing a prompt, efficient and courteous service to callers.

Key Activities

Ensure Customer satisfaction at every contact via Phone on all Billing issues/Enquiries
Ensure Customer satisfaction
Excellent Listening, questioning and communication skills
Adhere to the telephone etiquette Billing Support Supervisor Billing Support Officer
Informs customers by explaining procedures; answering questions; providing information and feedback
Ensure prompt response to in-bound calls
Must be clear, direct and not vague in their communication with customers
Manage large amounts of inbound and/or outbound calls in a timely manner
Meet personal/team qualitative and quantitative call targets.
Customer Engagement
Follow communication scripts when handling different Billing topics
Identify customer’ needs, clarify information and provide solutions and/or alternatives
OTRS Tickets
Ensure prompt and accurate response to tickets
Customer Retention Rate
Provide excellent customer service in such a way that we can retain the customers
Must be the voice of the Customer
Maintain a high completed Call rate
Ensure that the Call abandonment rate is very less than 10%
Maintain a call completion rate of 90%
Ensure that in-bound calls are picked before the third ring
Escalations
Must promptly escalate issues that they cannot handle to their supervisor
Must avoid keeping the customer waiting on a call
Identify and escalate priority issues observed.

Educational Qualifications & Experience

Candidates should possess an HND / B.Sc in any discipline
Minimum of 6 months experience in a contact center