Analyst - Billing/Invoicing Lead to cash
HCLTech
Job Summary
24/7 on shifts support for Supply Chain customers. Main responsibilities on the role is to provide customer service support on, but not limited to Calls, Chats, Tickets, Emails and other tools that may be provided for customer and internal communication.
The support will be for Global customers.
Key Responsibilities
Adhering to all given SLAs (Service Level Agreements) and KPIs (Key performer indicators) who are due to constant change
Customer First mindset
Strong attention to details
Very good soft skills
To be able to work with minimum Supervision
Adaptive and eager to learn new procedures and processes
Handle customer queries, disputes and issues via phone and email required main language and English in a timely and professional manner.
Analyze customer feedback and provide actionable insights to improve service quality.
Maintain accurate records of customer interactions and transactions.
Collaborate with other departments to resolve complex customer issues.
To follow all Risk and Compliance policies by the customer and HCL Tech Comfortable working night shifts and in a 24/7 work environment.
Excellent attention to detail and problem-solving skills.
Create exceptional customer experience for the given customer segments in line with SLAs with focus on First Contact Resolution and low customer effort.
Proofreading (European languages), basic translation, mass communication, price communication and ad-hoc requests.
Perform any ad hoc activities as required including outside Supply Chain process
Supporting and using AI tools as per local HCL policy
Skill Requirements
Other Requirements
1. B.Com/Bba Or Equivalent Graduation (Relevant To Location)
2. Optional Certifications In Billing And Invoicing, Or Relevant Erp Tools Are Valuable
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