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Enterprise Billing complaints and back office Senior Specialist

 

Job Purpose:-

 

  • Enterprise billing complaints and back office team has direct contribution in achieving the collection and bad debts targets by facilitating and insuring that all billing complaints have been solved in a timely manner.
  • Enterprise billing complaints and back office team is ensuring that the monthly waiving budget is being met in order to achieve revenue targets.
  • Billing complaints team is accountable for all complaints starting from the complaint validation till finalizing all the customer concerns and ensuring that the collection due to waive is in place.
  • Conduct customer visits to discuss and solve their billing concerns and to ensure high customer experience.
  • Work as a centre contact point between Sales, Collection and customers to maintain stable business flow.
  • Follow Enterprise broadband complaints process within Fixed Broadband department in order to ensure that all clients’ complaints are dealt with in a timely manner and handled in an appropriate fashion through the correct channels.-
  • Analyse broadband customers' concerns & complaints and make recommendations on how to enhance the system process or policy to eliminate complaints- Handling different bill dispute complaints and refund requests.
  • Calculate validate and issue refund memos.- Execute all billing adjustments (OCC – AR ) on the different billing applications (CX- BSCS IX).
  •  Perform all required bill adjustments needed after getting price modification approvals (BC) and clients’ compensation for SLA violation.- Handling all complaints as well as operational activities of Enterprise resellers.
  •  Handling NTRA SPOC service termination incidents related to wholesale customers due to non-paying resellers.
  • Handling all enterprise broadband back office activities including that related to changing service changing speed and parameters suspension actions changing client information and bill splitting.
  •  Perform all the required billing adjustments and follow up processes needed to add free trial period under customer contract condition (free months).- Report any identified fraud attempt by customers with full evidence.
  • Prepare and presents accurate management reports to direct manager reflecting the status of work progress accomplished on a daily weekly monthly basis upon their requests


Qualifications Essential
Required Competencies:- Good interpersonal and presentation skills.- Strong analytical skills.- Effective verbal and written communication skills- Good problem-solving and creativity- Work effectively both as team member and independently
Qualifications Desirablel
Good interpersonal and presentation skills- Effective verbal and written communication skills- Fluent English is a prerequisite- Good problem-solving and creativity- Work effectively both as team member and independently- Ability to work under stress- Creative problem solving and decision –making- Dynamic Creative and Self-motivated- Leadership Personality- Presentation Skills
Experience Essential
University Degree in business or equivalent fields.- Minimum from 2 to 3 years in the same field and from 3 to 4 years in other fields.- Strong technical Skills: PowerPoint Excel & MS Project.- Very good in Arabic & English (Reading Writing & Oral
Experience Desirable
Minimum from 2 to 3 years in the same field and from 3 to 4 years in other fields.
Experience Essential
University Degree in business or equivalent fields.

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