The company:

We are speaking about a is multinational company that delivers innovative solutions across all stages of the customer experience journey. The office in Sofia is based in the center of the city and they currently support 11 different clients. Join their international team of 800 people that support customers in 33 languages!

The job:

As a Billing & Collections Support Specialist you will be responsible for ensuring inquiries from customers, sales and other departments are being actioned timely. You will be required to provide assistance in customer related transactions and disputes to accommodate billing-collections solutions.

Responsibilities:

• Manage and analyze daily billing and collections cases;
• make caller authentication;
• assist customers through email, call or chat regarding their billing concerns;
• prepare new account review templates for newly signed up invoice customers;
• reconcile and review invoices being disputed, also if needed using the support from Escalated departments;
• calculate price variance for incorrect billing sent to customer;
• pursue collections in accordance with local policies on past due accounts;
• perform cash application of wires, checks and credit card payments;
• document steps taken to troubleshoot, activities and changes made to isolate issue and elimination of known issues prior to case escalation;
• monitor and follow collections process for accounts with past-due balances;
• provide support, information and assistance to colleagues and to demonstrate good team spirit to support positive atmosphere.

Profile requirements:

• Highly analytical;
• work well under pressure and fast-paced environment;
• with excellent communication and interpersonal skills;
• At least C1 Italian + English fluency B2
• very good in MS Office;
• familiarity with CRM and/or billing software will be considered as a strong advantage;
• ability to understand and explain complex invoicing questions e.g.:
  1) How does my invoiced services align to my contract?
  2) Why was I charged for X,Y,Z services?
  3) How will credits on my account be applied?;
• previous contact center and customer service experience is an advantage;

Offer:

• Competitive remuneration package of 2500 BGN gross per month
• Social package including: additional healthcare insurance, food vouchers, sport card discount, social team activities, charity activities, team buildings, sport events, internal competitions;
• working schedule: Monday - Friday // 09:00 AM - 20:00 PM
• work in a multinational environment;
• opportunities for long-term professional career;
• friendly and accessible office location;