Analyst - Billing/Invoicing

Job Summary

24/7 on shifts support for Supply Chain customers.

The Analyst Service Operations (Supply Chain) processes tasks like customer inquiry and service request handling, customer contract administration, customer account activation, order management, supply management support, invoice management, accounts receivable and cash application handling, account management, as well as wet stock management.

Main responsibilities on the role is to provide customer service support on, but not limited to Calls, Chats, Tickets, Emails and other tools that may be provided for customer and internal communication.

The support will be for Global customers.

Principal Roles and Responsibilities: (Essential Function)

• Handle customer queries, disputes and issues via phone, email, chat and tickets in a timely and professional manner, using the required main language and English.
• Analyze customer feedback and provide actionable insights to improve service quality.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with other departments to resolve complex customer issues.
• Ensure all complaints/queries that cannot be resolved personally are routed to the appropriate internal or external parties for resolution.
• Adhering to all given SLAs (Service Level Agreements) and KPIs (Key performer indicators) who are due to constant change
• Continuously improving processes to enhance customer experience.
• Follow all Risk and Compliance policies by the customer and HCL Tech Comfortable working night shifts and in a 24/7 work environment.
• Create exceptional customer experience for the given customer segments in line with SLAs with focus on First Contact Resolution and low customer effort.
• Proofreading (European languages), basic translation, mass communication, price communication and ad-hoc requests.
• Perform any ad hoc activities as required including outside Supply Chain process.
• Supporting and using AI tools as per local HCL policy.

Principal Roles and Responsibilities: (Essential Function)

• Handle customer queries, disputes and issues via phone, email, chat and tickets in a timely and professional manner, using the required main language and English.
• Analyze customer feedback and provide actionable insights to improve service quality.
• Maintain accurate records of customer interactions and transactions.
• Collaborate with other departments to resolve complex customer issues.
• Ensure all complaints/queries that cannot be resolved personally are routed to the appropriate internal or external parties for resolution.
• Adhering to all given SLAs (Service Level Agreements) and KPIs (Key performer indicators) who are due to constant change
• Continuously improving processes to enhance customer experience.
• Follow all Risk and Compliance policies by the customer and HCL Tech Comfortable working night shifts and in a 24/7 work environment.
• Create exceptional customer experience for the given customer segments in line with SLAs with focus on First Contact Resolution and low customer effort.
• Proofreading (European languages), basic translation, mass communication, price communication and ad-hoc requests.
• Perform any ad hoc activities as required including outside Supply Chain process.
• Supporting and using AI tools as per local HCL policy.

Other duties and responsibilities:

• To comply with the Employer's Internal Regulations on Work Discipline and all internal company acts.
• To follow processes and procedures according to the work standards.
• To observe and comply with the Rules for Safe and Healthy Working Conditions.
• To be familiar with the main legal acts in Bulgaria.

Skills & Competencies:

Language skills:

• C1 level on the main requested language – Dutch or German or French or any other European langue that is needed for the support.
• B2 level on English language.

Technical/Application Skills:

• Good MS Office skills.
• Preferred User Experience - SAP (Preferable) or any other ERP (Oracle, Siebel, PeopleSoft, SFDC etc.)

Soft Skills:

• Strong attention to detail and problem-solving skills.
• Customer First mindset
• To be able to work with minimum Supervision
• Adaptive and eager to learn new procedures and processes.
• Excellent communication abilities.
• Good listening and comprehension abilities.
• Ability to effectively communicate, probe and understand customer issues.
• Good interpersonal and issue resolution skills.

Strong collaboration and coordination skills.

Education 

• High-school degree

Experience:

• Relevant experience: 0 – 2 years