Billing Customer Service Representative
Job Summary
The main task of this role is to manage the billing CS queue by answering and resolving customer questions and concerns. You will maintain target metrics and goals every month while collaborating with different departments to ensure company success. This position is a hybrid setup, preferably for applicants located in Baguio City.
Responsibilities
- Manage billing CS queue and customer inquiries
- Process cancellations, downgrades, and account changes
- Collaborate with finance and PTeam leads on metrics
- Maintain service targets and process improvements
Required Skills
- 2+ years BPO experience (US billing preferred)
- Proficient in English (spoken/written)
- Google Workspace and CRM proficiency
- Familiarity with Intercom and Slack
Job Details
Responsibilities:
- Handle billing-related concerns: cancellations, downgrade requests, and account ownership changes.
- Answer billing-related questions regarding billing cycles, amounts due, and quotations for upgrades.
- Follow up on pending customer concerns by reaching out to offer additional assistance.
- Work with the billing/finance lead on process improvements and target metrics.
- Work with the PTeam lead on coaching, goal setting, and development.
- Maintain the billing CS queue at minimal numbers to avoid excessive backlogs.
- Collaborate with the CS and PTeam for resolution on customer concerns and queries.
Qualifications and Requirements:
- Minimum 2 years of experience in the BPO industry, preferably handling US billing or front-facing customer service accounts.
- Proficient in English, both spoken and written.
- Solid understanding of Billing CSR tasks.
- Proficient in navigating Google Workspace tools.
- Familiarity with CRM systems.
- Familiarity with chat apps like Intercom and Slack.
- Driven and motivated; capable of working under pressure and meeting deadlines.
- Preferred: Experience in the tech support field (BPO).
- Preferred: Experience in an SME or T2-level position.
Benefits and Perks:
- Competitive salary and benefits package.
- Comprehensive HMO coverage and optical reimbursements.
- Flexible work options (Hybrid in Baguio City or permanent work-from-home for those outside).
- Flexible vacation and sick leaves.