Act as key contact for all cross functional teams and report to the Global Billing CSAT Manager
Act as SPOC on all Billing services for CSAT survey related action plans
Own Billing Customer Satisfaction (CSAT) improvement plans and update the CSAT portal with agreed actions for their allocated Customers/regions
Own a set of Platinum Billing Focus Customers and will be responsible for monitoring orders on the desk, credits pending, queries unresolved, their Customers on the issues log, CSAT trending, status indicators and comments which will be updated on the Platinum Focus Customer Dashboards.
Hold regular reviews (mandatory for Platinum Customers) with the sales teams, billing operations and/or the Customer (monthly or as required).
Be responsible for a set of Gold, Silver and Bronze Billing Focus Customers and monitor overall activity of this Customers.
Input into the quarterly Billing Focus Customer changes and may request some of their Gold, Silver and Bronze Customers to be upgraded to Platinum status.
Manage a number of projects/tasks for CSAT improvement which will be agreed by the Global Billing CSAT Manager
Be a key part of any Service Improvement Plans (SIP)
The BSM will be expected to self-manage & to organise virtual team calls especially with other business units
The BSM will not be contacted for normal billing queries and will not be required to manage operation billing tasks (e.g. CARA, CUBS order entry, etc.)
Third level qualifications or at least several years experience of working in a dynamic office environment with an analytical, process-driven business or finance background
Must have excellent knowledge of the Billing process
Will be driven by Customer Service and Key Performance Indicators
Working at a senior billing level or previous experience of managing complex projects/tasks will be of critical importance
Ability to self-manage and to work independently with little supervision is critical
Customer Facing or Customer management experience is essential
May possibly have additional project management experience
Be proficient in Microsoft Office with a very good knowledge of excel macros