HCLTech

• Manage the resolution of Partner/ Customer queries received in mailbox, Query Management System, CVG within corporate guidelines and procedures.
• Demonstrate the ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner/ Customer satisfaction, but also make Partners/Customers feel valued
• Maintain full coverage of the assigned portfolio using various communication methods (mailbox, query management system, CVG, outbound/inbound calls)
• Permanent account management, analysis on received requests and strategy application to ensure all requests are handled as per their importance, priority and SLA.  
• Ensure track of received requests in the systems where applicable
• Ensure proper follow up of the requests till resolution of the issue
• Ensure all approvals as per the established Approval matrix are gathered before cancellation of a billing item in the ERP systems.
• Ensure all contract changes/ meter readings update are properly documented and executed in the ERP systems as per the established processes.
• Ensure a feedback is provided to Partner/ Customer about all received requests
• If applicable initiate refund requests upon customer’s request or after dispute resolution, as per the established process and internal controls
• Provide support to cash collectors for the reconciliation of aged debt (ex. rejected queries, high value invoices)
• Perform all billing related activities accurately as per the established processes
• Perform all ad hoc query activities on accurate and timely manner
• Ensure Partner compliance with Portal functionality where available.

Qualifications:

• Bachelor’s Degree

Experience:

• Previous experience in a customer support role or a finance related role
• Prior experience within an order to collect organization

Qualities, Skills & Knowledge:

• Computer literacy in MS office and customized ERP system.
• Analytical skills and focus on the details. 
• Excellent numerical skills
• Timely tasks/activity completion
• High Quality ensured in the performed activities and tasks assessed as part of quality checks performed by the management team
• Consistent achievement of Team and/or individual operational targets communicated by management team. Properly documented gap analysis in case of misses.
• Self-motivated and willing to learn new skills 
• Ability to work on own initiative 
• Strong organisational skills
• Collaborate and communicate effectively with all levels and departments involved in the process. 

Languages: 

Fluency in English and in one of the following languages, both written and verbal:

• German
• French
• Italian
• Spanish
• Portuguese