We're an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!
Position Description
Position Title: Energy Billing Specialist
Location: Philippines
Reporting to: Team Leader
We're an award-winning global outsourcer providing contact center and back office services. As an Energy Billing Officer, you will be required to provide a level of outstanding and unique service for our valued energy customers.
A SNAPSHOT OF YOUR ROLE
As an Energy Billing Specialist, you will be responsible for your performance and delivery as a member of the team through timely and accurate completion of all allocated daily tasks. Including but not limited to clearance of energy customer account billing exceptions, customer account maintenance tasks, raising Service Orders and liaising with peers and teams to resolve customer billing and account setup issues impacting billing quality.
You will monitor and evaluate your own outputs for continuous improvement of quality and timeliness of your work, align this to KPI/Scorecard achievement for self and team goals supporting effective functional area delivery.
Support Day-to-Day Operations
- Daily actioning customer account administration, for the most part this means using the BilliT and Orion billing systems to clear daily allocations of billing exceptions, account cancellations, pending switch out tasks and Activities ensuring completion at quality of your work allocations
- Work closely with your peers and Team Leaders (AU counterparts too) to improve performance and processes.
- Communicate upstream and escalate BAU/Systems or customer related issues blocked and needing resolution
- Work towards reducing and/or eliminating identified backlogs
- Participate regularly in product or customer-service handling interactions in order to understand our customer issues and be able to resolve energy account billing matters
- Report system or process bugs and issues or recommend improvements in client and department tools and resources to improve efficiencies and our Customer's Experience
- Support and contribute to employee engagement surveys and programs for team engagement (we want to be a fun and engaged team)
- Ensure that you follow company guidelines and policies and where performance management is required
- Whilst mostly a back-office team (non-voice), you may from time to time make or take calls with energy customers to resolve issues
- Perform other duties as required
Coaching and Development
- Work with your Team Leader using regular coaching sessions to recognize your strength areas, and identify points of challenge where help or improvement is needed
- Use the coaching sessions effectively to support your work outputs to achieve your KPI's and Scorecard goals and measures.
Regulatory & Compliance
- Ensure you adhere to R&C requirements.
- Escalate R&C risks / breaches to team leaders
- Ensure information security and data privacy policies are adhered to.
- Performs other duties as required.
a Bit About You
- At least 1 to 2 years experience in the Australian Energy Market. This can include prior work for a BPO in Manila that was supporting Australian energy operations.
- Able to communicate effectively in English, in a positive and professional manner with internal clients and customers, both written and verbal
- Evidenced experience and knowledge of the Australian energy industry, regulations and industry standards
- Has outstanding skills in tools navigation and billing / provisioning complex issue management
- Takes initiative to acquire learnings and achieve growth through engagement, research, and proactive mentorship
- Strong ability to analyse data and determine action items to improve results and process changes
- High attention to details
- Strong problem-solving abilities and able to make sound decisions
- Can multitask and resolve issues
- Resilient and able to work under pressure
- Reliable and dependable
- Flexible to shifting schedule including but not limited to weekend shifts, night shift, and working on holidays.
What Success Looks Like
By fulfilling the duties and responsibilities indicated above, the
Team Leader is able to contribute to meeting the below objectives:
- Meet their target business outcomes on agreed timeline
- Have an easy and smooth experience as we work with teams in planning, organising, delivery, and evaluation of required development programs
- Manage high performance team members meeting or exceeding performance goals.
- Consistently identifying, escalating and recommending changes to improve our customer experience.
- Manage team workloads within SLA.
- A highly engaged and motivated team
- Be equipped with the technical, soft skills, and leadership competencies they need to perform in their roles successfully, efficiently, and effectively achieving the target business outcomes
What We Value
We're proud of our diverse global team, all working in a collaborative environment and happy to share these common values:
- One Team We share common goals, trust each other and collaborate to deliver
- Crazy About Customers And let our customers know, through great service, products and experiences
- Our People are The Difference Building environments where our people thrive
- Disruptive Thinking Every Day We see and create opportunities, move fast and set our own course.
Join the A-Team and experience the A-Life!
