Senior Customer Service and Billing Coordinator (Hybrid-Angeles City, Pampanga)
Central Luzon
Permanent
Full-time
27 days ago
Role Overview We are seeking a customer-focused, detail-oriented Senior Customer Service and Billing Coordinator. This hybrid role is responsible for providing high-quality support to Snug customers on both product and billing-related matters, along with executing critical billing operations. The ideal candidate has a background in Saas, insurance, claims processing, or a related field, with strong customer service experience and proficiency in handling subscription billing. Billing Coordinator New Subscription Setup: Handle the setup of new customer billing accounts, ensuring accuracy and completeness of information. Ongoing Invoicing and Billing Support: Generate invoices for direct and sponsored subscriptions, providing support for customer billing inquiries as needed. Subscription Cancellations: Manage cancellation processes for both direct and sponsored subscriptions, ensuring all related records are up-to-date. Arrears and Collection Management: Monitor accounts in arrears, follow up on unsuccessful payments, and maintain accurate records for collections. Direct Debit and Payment Assistance: Assist customers with direct debit setup, troubleshooting payment issues and facilitating smooth transactions. Reporting and Compliance: Generate monthly reports covering plan/bundle compliance, sales revenue, accounts receivable, arrears, and losses; provide insights and actionable recommendations. Sales and Sponsored Account Coordination: Update sales commission reporting and maintain client lists for sponsored accounts, ensuring accurate data for internal stakeholders. Project Assistance: Support the management team with ad hoc income-related projects, providing financial and operational insights. Customer Service Support (CS2) Deliver frontline customer support by responding promptly to customer inquiries through email, chat, and phone. Coordinate with internal teams to resolve customer issues, ensuring prompt resolution and customer satisfaction. Monitor customer wait times, striving to maintain or exceed standard response times. Execute reactive support activities to enhance the customer experience. Update and refine customer support documentation based on feedback and product updates. Review identity documents, assist with policy applications, and organize claims documentation. Provide periodic feedback to the management team regarding trends in customer interaction Qualification and requirements: Skills, Experience, Qualifications, Attributes Experience and Qualifications 3 years of Customer Support experience is required 1-year experience in an accounting or billing role Property and SaaS experience is an advantage. Ideally a Bachelor/ Degree, Diploma/Non-Degree Tertiary, ITC/ NTC/ Vocational, School Certificate/ N or O-Level Experience in accounting, finance At least 2 years of Customer Support experience is required Show more Show less