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Customer Care Billing Advisor

3 months ago

Cardiff, United Kingdom Spectrum Fibre Limited TA Ogi Full time
Customer Care Billing Advisor – Cardiff (Hybrid) – £24,000, Bonus and excellent benefits
Joining Ogi is a unique opportunity to work within an innovative Welsh business and one of the fastest-growing companies in Wales.
For many years, we've been providing mainstream internet and IT services as Spectrum Internet and Net Support UK. We rebranded to Ogi in 2021 to represent our dedication to Welsh communities and received a significant multi-million-pound investment to deliver a large-scale and ambitious rollout of full fibre internet across South Wales.
We're looking for a Customer Care Billing Advisor who'll provide exceptional service to our customers, resolving any billing and payment issues with professionalism and care.
About you…
This is a role for super-organised and personable people, someone who can turn complaints into opportunities for stellar service. If you’re naturally empathetic, a great listener and have a background in a customer focused role, we’d love to talk to you Whether you're a customer service pro ready to take the next step in your career or a real people person with a willingness to learn and are looking for a new challenge, we encourage you to apply
Don't worry about not checking off every skill on the list as we believe in the power of potential. If you're passionate about making a difference through exceptional customer care, we want you on our team
Overall, we’re looking for;
*Natural rapport builders
*Experience delivering first-class customer service across a range of channels, including phone, social media, and online communities
*Strong communication skills, both verbal and written (email/online)
*Patience and empathy, the ability to remain calm and understanding in challenging customer interactions
*The ability to speak Welsh would be great though not essential
What you’ll be doing…
As our Customer Care Billing Advisor, you’ll be providing industry-leading customer service at every point of interaction with us, as well as offering support and solutions when dealing with existing customer overdue accounts.
Managing a mix of inbound and outbound interactions, you’ll be the go to person for invoicing, payment or billing queries. Working closely with colleagues right across Ogi, you will be an advocate for the communities and customers we serve – and play a key role in building our general profile and performance as a business.
This role will evolve and change alongside you as you grow within the company. Just know that your growth and progression will be supported every step of the way.
The Customer Care Billing Advisor role will include, but not be limited to:
*Managing existing customer debt, contacting our customers when needed to collect payments on overdue balances.
*Resolving complex billing, and customer care issues across channels diligently and professionally – responding across a wide range of touchpoints from calls to emails and social media.
* Dealing directly with basic and recurring billing queries, with a focus on resolving all incidents on first contact, first time, whilst maintaining thorough and accurate customer records.
* Providing exceptional support where some of our customers may be in financial hardship including vulnerable customers
* Working with and supporting our Billing Manager where appropriate to correct any billing inconsistencies and liaise with our customers when needed.
Next Steps?
Please get in touch for a confidential chat. If you don't consider yourself ticking all the requirements but think you'd be a good fit for us, feel free to message us for a chat too.
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