Customer Service Administrator

Customer Service Administrators have a varied workload that is decided by the volume and variety of the team’s incoming workload.  All duties are conducted within the limits of the procedure manual, which is updated as procedures change.

The following are the Customer Service Billing Administrator’s duties and responsibilities.

Duties and Responsibilities:                      

Ø  Act as second level customer support contact for variety of client related billing and payment queries

Ø  Should be able to take care of MIS responsibilities for the team

Ø  Reporting & adherence to processes designed by Client

Ø  Should have proven quality records in order to derive RCA’s on customer queries/concerns

Ø  Should be able to implement Trackers for the team & monitor them for process development

Ø  Should be able to present monthly reporting packs from system derived reports for month end performance metrics.

Ø  Raise queries with Financial Institutions and internal teams. Queries are dealt with through our in house query system (Remedy) and by email.

Ø  Attend meetings and calls with client to discuss and review query status

Ø  Ensure all queries are thoroughly investigated and answered in a professional and precise manner.

Ø  Liaise with and support internal departments as part of query resolution process

Ø  Resolve on complex and challenging queries

Ø  Establish and maintain good working relationships internally and externally with Client.

Ø  Daily, weekly & monthly regular or AdHoc reporting.

Ø  Maintain daily work statistics and ensuring that workload is kept within agreed SLAs

Ø  Participating in training when provided and ensuring knowledge is in keeping with team standard.  Requesting up training if required.

Ø  Attending and participating in Control Boards with Client.

Ø  Set-up of training manuals

Ø  Set-up of procedures.

Ø  Monitor reoccurring queries and look at ways to rectify issue.

Ideal Candidate:

Ø  Has completed schooling to at least Leaving Cert Standard or equivalent.  A Post Leaving Cert course in a business discipline would be advantageous.

Ø  Illustrates the ability to work as part of a team and has an interest in working in a team environment.

Ø  Is Numerate.  This may be identified by result obtained in Leaving Cert Maths.  (B grade in Lower Level, D grade in Higher Level….as a guideline).  Honours Accounting in Leaving Cert would be an advantage.

Ø  Illustrates the ability to use own initiative

Ø  Experience of Computer Applications an advantage.

Ø  Knowledge of MS office, with good hands on Excel & PowerPoint is must.

Ø  Experience in Customer Service Department would be an advantage.

Ø  Fluency in English, both written and oral is essential: