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Billing - Payments & Collection Agent
at BASE in Woluwe (Headquarter)
Context of the job
Billing – Payments & Collection is part of the Consumer & Customer Services Department (C&CS). Every team in C&CS is specialized in an area of customer service and consequently has its own tools, software, support and procedures.
Billing - Payments & Collection deals with pre & post bill runs checks, with the registration of all postpaid payments and with the follow-up of postpaid accounts entering and residing in the collection process.
Key accountabilities
- To keep files and databases up-to-date by inputting data accurately; making overviews and reports when required.
- To deliver administrative tasks accurately and on time, in accordance with processes and procedures in place, handling administrative collection requests and payment proofs.
- To collect outstanding, overdue debts from domestic and business accounts by:
1. building a confident and trusted relationship with the customer by calling them proactively in the collection process
2. other general collection outbound calls
3. proposing and making up payment plans in several times
4. handling administrative collection requests and payment proofs (entering by mail, letter, internal communication channels)
5. treating and promoting one-off payments on line
6. checking and reporting on refused payments by credit card or direct debit
7. assuring a correct follow-up of dispute cases
8. providing complete information towards customers listed on Preventel
- To provide help for all customer requests, queries and complaints in a customer friendly way by:
1. giving support to call centre and shop agents in solving problems and answering requests
2. analyzing all customer requests and providing adequate solutions, so that all accruing problems are solved efficiently and effectively
3. resolving all collection requests and queries efficiently and effectively in agreement with the customer, within the correct time scale and in accordance with procedures and work instructions
- To achieve established objectives by:
1. working in close liaison with colleagues to ensure that service delivery to the customer is of the highest standard, allowing the targets to be reached; giving support to colleagues
2. working in accordance with procedures and work instructions
3. ensuring good professional communication with other departmental and related services
4. reporting any operational and procedural issues and problems to the C&CS management; giving positive ideas and suggestions to optimize service offered and work instructions
5. performing any other duties as requested by the C&CS management
The individual
- A first experience within an administrative or customer service oriented position is a plus
- Excellent oral knowledge of Dutch and French
- Basic knowledge of English
- PC literate
- Able to plan and organize work efficiently, based on the given priorities
- Able to ensure accuracy and quality in work delivered
- Focused on the delivery of targets, quality and deadlines
- Able to identify problems and tackle them in a logical way.
Published at 25-07-2010
Viewed: 7 times
Viewed: 7 times