Proven experience as Billing Support Specialist other similar support role. 3 years working experience running billing systems in the telecommunications industry. Intermediate to Expert level in running SQL queries. Demonstrated ability in understanding complex queries required for data analyses. Excellent hands on experience over MYSQL Linux and Oracle. Practical and understandable knowledge of scripting. Rapidly establishing a good working relationship with customers and other professionals. Identify and escalate situations requiring urgent attention. Track and route problems and requests and document resolutions. Follow-up and update customer status and information. Pass on any feedback or suggestions by customers to the appropriate internal team. Aggressive problem diagnosis and creative problem solving skills. Strong organizational skills to juggle multiple tasks within the constraints of timelines. Ability to work and thrive in a fast-paced environment. Proficiency in English. BSc/ in IT Computer Science or relevant field with at least 3 years of relevant experience. Travel within a working day is sometimes needed and may be required at short notice.
Emergency travelling to adjacent region/provinces as directed.
Duties & Responsibilities
Description of the Post:
We are looking for a competent Billing Support Specialist to provide fast and useful technical assistance for the systems. You will answer queries on basic technical and functional Billing issues and offer advice to solve them. An excellent Billing Support Specialist must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.
Proactively work with tools and frameworks in order to prevent and mitigate potential revenue loss in postpaid Client base as well as support AWCC overall Customers management Service Activation and Billing Quality Management strategies.
The goal is to create value for clients that will help preserve the company’s reputation and business. Depending on the size of the organization the Billing Support Specialist may span one or more areas of expertise.
The Billing Support Specialist mainly responsible for the smooth running Billing operational systems and ensuring customers get maximum benefits from them. Individual tasks vary depending on the size and structure of the organization but may include:
Providing support including procedural documentation and relevant reports.
Develops supports and promotes processes that strongly influence the timely payment of telecom invoices.
Manage Quality assurance of billing systems to assure service delivery and bill clarity according to Quality management system.
Responsible for the security Confidentiality & Integrity of all information assets.
Assist and monitor the bill production process.
Following the Invoice Cycle from testing phase to real bill run.
Familiarity with Customer Center (CX) module for BSCS.
Develops revises and owns all Standard Operating Procedures for telecom billing related processes that support organizational policies and procedures.
Research and resolve client billing problems or issues.
Assist with development of billing team process documents as needed.
Highlights invoice variances that impact monthly cost fluctuations as reported in financial statements.
Validates and audits monthly rates to contractual terms for multiple vendors.
Strong quantitative and reporting abilities with experience in database management data gathering and analysis.
Strong organizational skills with attention to detail and ability to maintain a high degree of accuracy.
Ability to make decisions and solve problems while working under pressure and prioritize and organize effectively.
Ensure that all postpaid services are accurately and timeously activated and billed for their monthly usage.
Ensure that all monthly invoices are dispatched by the recommended Month.
Following on from bill preparation oversee the process of internal archival
In a Customer centric manner resolve internal and external customer queries and/or service requests within the applicable Service Level Agreement.
Ensure Perform reconciliations of activated services to confirm or correct billing profiles and ensure that all activated services are revenue generating. Report exceptions to stakeholder departments for proper tariff planning & Management.
Provide support to Revenue Assurance and Billing Assurance initiatives.
Develop implement and ensure adherence to billing policies and processes.
On a day to day basis monitor the performance of the entire billing team and ensure policy compliancy.
Ensure all postpaid CDR files generated are processed and billed. Perform daily monitoring and reconciliation between mediation and Billing gateways and avail CDR count report on all systems.
Drive e-billing uptake and maintain set targets for e-billing. Ensure that all clients on physical delivery are charged correctly.
Ensure efficiency of human resources by implementing motivation strategies coaching and mentoring knowledge management training and performance management to enable the team to achieve their full potential.
Generate periodical reports to assist Senior Management in the making of tactical and strategic decisions in regard to bill quality service quality and Customer relationship management.
To uphold AWCC Customer charter and support service delivery and Customer retention initiatives.
Notice of Revision: The terms of reference may be revised subject to operational needs
The interested candidates should submit their resume with recent photo by email to:
Kindly mention the position title in the subject line of your e-mail. AWCC regrettably cannot respond to individual queries in relation to job or on the status of individual applications due to high numbers of applicants. If you have not been contacted within 2 weeks after the closing date then please assume that your application has not been successful.