Process Associate-Voice

Job Summary

We are seeking a highly analytical and customer-focused Billing & Account Analyst to manage client billing inquiries, account-related tasks, and resolve policy violations within advertising accounts.

Key Responsibilities:

1. Billing Analysis & Client Communication: Analyze billing data, providing clients with detailed breakdowns of revenue and invested costs. Clearly explain complex billing concepts in a customer-friendly manner through phone and e-mail.

2. Policy Violation Management: Investigate policy violations in ads served, collaborate with internal teams to identify solutions, and communicate effectively with customers regarding corrective actions and remedies.

3. Account Activation & Administrative Support: Handle account activation and perform other administrative tasks related to Ads accounts, ensuring smooth operational processes and timely completion of requests.

4. Customer Support & Service Level Adherence: Prioritize and address client requests in a timely manner, ensuring adherence to SLAs while maintaining a positive customer experience. Available to work in a 24x7 environment to support client needs.

Qualifications:

1. Strong analytical skills with the ability to interpret data and translate it into actionable insights.

2. Excellent written and verbal communication skills, particularly in explaining technical concepts to customers.(85% calls, 15% e-mails)

3. Flexibility: This role requires working in shifts, including nights and weekends, to support our clients around the clock.

Key Responsibilities

1. Improving Skill Level Through Self Development / Nominating Training Programs Skill Reverification Tests

Meet The Defined Quality Scores And Process Improvement:

1. The Individual Should Be Able To Work Effectively In A Team Whilst Enthusing Others To Do The Same For Achievement Of Common Goals Of The Team

2. To Consistently Meet Or Exceed Csat Parameters As Defined For The Process.

Skill Requirements

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Other Requirements

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