MicorSourcing Ortigas is currently looking for Account Services Specialist for a Cloud Solution Provider (CSP) in New Zealand.
About the Role:
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
Technical/Customer service experience in domain and web hosting
Basic knowledge in accounting and/or billing
Excellent knowledge of Microsoft Office, and web based company tools.
Excellent verbal and written communication skills.
Interested candidates may send their resumes to: [Protected Info] with the subject: "Application for Account Services Specialist | (FULL NAME)"
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
About the Role:
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
Technical/Customer service experience in domain and web hosting
Basic knowledge in accounting and/or billing
Excellent knowledge of Microsoft Office, and web based company tools.
Excellent verbal and written communication skills.
Interested candidates may send their resumes to: [Protected Info] with the subject: "Application for Account Services Specialist | (FULL NAME)"
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
Other Info
Ortigas Center, Pasig City
Permanent
Full-time
Permanent
Full-time
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MicroResumes
About the company
Position account Services specialist recruited by the company MicroResumes at Pasig, Joboko automatically collects the salary of , finds more jobs on Account Services Specialist or MicroResumes company in the links above
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