Join our Team as a Billing Customer Experience Analyst

Location: Gurgaon, India

Salary: 6LPA

About the role:

Join our dynamic team at Onecom Technology and play a pivotal role in ensuring exceptional customer satisfaction through accurate, timely, and reconcilable billing. As a Billing Customer Experience Analyst, you'll be responsible for managing customer billing transactions, resolving queries, and driving process improvements.

If you’re dedicated to delivering exceptional service and enjoy working in a dynamic environment, we’d love to meet you.

What makes you a great fit:

• Telecoms experience, preferably on the aBILLity platform
• Proven process improvement skills
• Strong attention to detail and accuracy
• Demonstrated understanding of call data records
• Excellent IT skills, including proficiency in Excel, Word, and CRM systems
• Logical and structured approach to work
• Self-motivated and proactive attitude
• Commitment to professional and personal development
• Exceptional data input, analysis, and reporting skills
• Effective communication skills
• Problem-solving abilities
• Team player
• Positive and "can-do" attitude.

Key responsibilities:

• Process customer billing movements, including moves, adds, changes, deletes.
• Improve billing system efficiency through process optimisation and data entry accuracy.
• Maintain product catalogues and ensure synchronisation with our CRM Salesforce.
• Embrace automation and scalable processes.
• Resolve customer billing issues and track query resolution.
• Promote customer self-service through help guides and proactive communication.
• Understand and implement customer-specific billing requirements.
• Conduct billing health reviews to enhance customer experience and identify sales opportunities.
• Create and implement reporting templates for internal and external use.
• Support Total Metering and Billing System (TMBS) compliance.
• Contribute to team training and development.
• Participate in performance reviews and objective setting.

Perks for our People:

• Holidays: 18 days annual leave, + 6 public holidays 
• Other Leave: 7 days casual leave, 7 days sick leave
• Development: In-House Training Academy
• Wellbeing: Mental Health support, free breakfast & fresh fruit

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

Our values:

We champion our values in everything we do: Innovation, Integrity, Ambition, Knowledge, Inspiration.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.