Discover your 100% YOU with MicroSourcing!

Position: Customer Account Executive (B2B AU Telco)

Location: BGC, Taguig City

Work setup & shift: Onsite work setup | Day shift

Be a part of something big at Microsourcing!

We're building a new team to support a dynamic challenger in the Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talent—creating an exceptional place to work while enabling the delivery of a world class service centre.

This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

Your Role

The Customer Account Executive (CAE) is a vital, customer-facing sales support role that coordinates between Sales, Operations, Billing, and Provisioning to ensure accurate service delivery, billing integrity, and smooth lifecycle management. Beyond managing order processing, the CAE drives operational excellence by supporting the Sales team with accurate opportunity and pipeline management, smoothly transitioning deals into compliant, ready-to-activate orders.

Operating confidently across multiple customer management platforms, they leverage strong process knowledge and proactive communication to resolve issues early, prevent revenue leakage, and reduce rework. Ultimately, the CAE serves as a trusted advisor to Sales and a dependable point of contact for clients, delivering the high-quality experience necessary for long-term account health and revenue retention.

Key Responsibilities

As a Customer Account Executive, you will:

Customer Lifecycle & Account Support

Manage end to end sales order workflows and ensure accurate, timely contract implementation.
Communicate proactively with customers during onboarding, activation and billing phases.
Support contract renewals by tracking termination dates and preparing operational components.
Conduct first bill explanations, clarify billing structures and guide customers through support pathways.
Maintain up to date, accurate customer records across applicable CRM and operational systems.

Order Management, Provisioning & Administration

Process mobility, fixed, ICT and complex sales orders with high accuracy.
Identify errors, missing data or compliance issues and coordinate resolution with internal teams.
Perform adjustments, cancellations, credits and administrative tasks within policy and approval limits.
Ensure adherence to ID, credit, privacy and documentation requirements.
Maintain strong working knowledge of order management systems, processes and operational workflows.

Billing Accuracy, Revenue Assurance & Reporting

Validate billing setup and ensure revenue accuracy from the first billing cycle.
Investigate and resolve billing discrepancies and communicate outcomes to customers.
Run billing/data integrity checks and ensure alignment with contractual pricing and service entitlements.
Capture ongoing billing and reporting requirements and maintain them accurately across systems.
Support identification and correction of revenue leakage through analysis of billing and reporting tools.

Stakeholder & Escalation Management

Build productive working relationships with Billing, Provisioning, Sales, Credit, Compliance, Product and Support teams.
Respond promptly to enquiries and resolve issues within agreed SLAs.
Coordinate escalations for provisioning delays, billing concerns or operational roadblocks.
Provide clarity to stakeholders on processes, requirements and system best practices.

Customer Experience & Relationship Building

Deliver an exceptional customer experience by ensuring accuracy, transparency and proactive communication.
Participate in customer meetings to explain processes, review account status and address operational needs.
Support customer engagement activities including first bill walkthroughs, service reviews and milestone follow ups.
Own operational actions arising from customer feedback or internal quality programs.

Opportunity & Pipeline Management (NEW)

Maintain accurate, timely opportunity data in CRM platforms
Ensure stages, values, close dates and dependencies reflect current reality.
Monitor pipeline progress and identify/clear operational requirements or blockers.
Provide insights on order readiness, required documentation, provisioning prerequisites and risk areas.
Prepare opportunities for conversion into clean, compliant orders; follow up on items that may delay closure or revenue recognition.
Contribute to forecasting accuracy by ensuring the pipeline reflects valid, up to date information.

Process, Systems & Continuous Improvement

Identify inefficiencies across order processing, billing, provisioning or account workflows and propose improvements.
Document process issues and support implementation of enhancements to reduce rework or delays.
Stay current with product updates, pricing changes, new processes and system enhancements.
Contribute to automation, optimisation and knowledge sharing initiatives.

What You Need

Technical & Professional Expertise

End-to-End Workflow Knowledge: Strong understanding of sales order workflows, provisioning, billing, and contract implementation across complex product portfolios (mobility, fixed, ICT).
Data & CRM Management: CRM-agnostic proficiency with high standards for data integrity, pipeline hygiene, and accurate documentation.
Analytics & Problem Solving: Sharp eye for detail to identify billing discrepancies, prevent revenue leakage, and optimize processes using Excel and data dashboards.
Systems Agility: Fast learner with strong technical literacy across diverse management platforms.

Communication & Interpersonal Skills

Stakeholder Collaboration: Proven ability to build relationships and coordinate cross-functional teams (Sales, Billing, Provisioning, Product) to resolve issues.
Clear Communication: Adept at translating complex technical or billing concepts into simple terms for presentations and client walkthroughs.
Customer-Centric Approach: Professional, proactive, and focused on delivering high-quality customer experiences.

Organization & Execution

Workload Management: Exceptional organizational and prioritization skills to manage multiple accounts, tight deadlines, and critical escalations.
Autonomy & Ownership: Highly structured problem solver who works independently while collaborating effectively.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Why join MicroSourcing

You'll have:.

Competitive Rewards*: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

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