account Services specialistMicroResumes

The Account Services Specialist is at the front and the back of our Online business, supporting our customers be successful online in the use of our products and services. This is a customer focussed role, encompassing three key areas: Customer Relationship Management, Billing Functions and Service Delivery Management. The Account Services Specialist is both proactive and reactive and uses all communication channels to respond and resolve as quickly and effectively as possible, Responsibilities of the Position Customer Relationship Management • Own the resolution of Service Request from Open to Close via a process of identification, troubleshooting, testing, escalation where needed through to resolution and uses the necessary and appropriate channels to facilitate achieving the best outcomes. • Provide product and pricing knowledge and support to customers and assist customers in purchasing and setting up new or additional solutions most appropriate to their success. • Identifies opportunities to update customer data in line with business need and customer experience improvement. • Provide ongoing customer maintenance, both reactively and proactively, regarding preferred payment methods, contact details, right solutions, etc. • Managing customer accounts in a billing and invoicing capacity. • Identifying potential customer retention opportunities by using customer data and proactively contacting "at-risk" customers. Billing Functions • Creating invoices for services manually, as and when required and in co-ordination with other departments (e.g. Sales) requiring one-off invoices to be generated, or new billing arrangements to be activated • Issuing refunds for credit card payments and organising Finance team to issue bank refunds as and when required, in line with the approved DFA • Processing payments for customers through phone and email and resolving payment issues, with regards to payment gateway failures, locating missing transactions, identifying misallocations and issuing receipts • Collections on non-delinquent accounts, in co-ordination with the Finance team • Resolving account suspension issues, in co-ordination with the Finance team • Identifying fraudulent accounts and transactions and closing fraudulent accounts. Service Delivery Management • Understands and adheres to KPI's that influence our service levels e.g. Handle Times, Quality Standards, NPS and CSAT measures. • Managing documentation and support knowledge bases. • Identify areas where processes or systems could be improved to increase efficiency or reduce accounts services "reactive" demand • Supports ongoing business-wide initiatives and projects, e.g. migrations, marketing promotions, decommissions. • Resolve any failed provisioning or failed renewals in line with a payment issue or billing error. • Proactively complying with all Company, Legislated and / or Industry-mandated data security standards, policies, procedures, and practices. • Any other duties as required to meet business needs.
Requirements
Can demonstrate high experience in the challenges and needs to achieve world class customer service and support. • Can see opportunity to provide new solutions to customers and can demonstrate experience in successful doing so. • Can demonstrate the ability to be proactive in delivering the best outcomes for the customer and the company and always meets delivery commitments for time and quality. • Ability to problem solve through identification of root cause and propose solution for action. • Builds confidence in relationships with others to enable effective working relationships with internal and external customers alike. • Has desire and ability to grow and develop in technical knowledge, skills and behaviours. • Documentation Skills • Knowledge of domains, web hosting, email hosting and associated services • Create a positive and professional image of yourself and the organisation in the company of internal and external stakeholders
Why Join Us?
MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.
Cultures and Values
We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.
MicroResumes

Ortigas Center, Pasig City
Permanent
Full-time