Billing And Customer Experience Officer

Job Purpose: The Billing and Customer Experience Officer is responsible for ensuring operational excellence in the management of billing, accounts receivables, and customer service processes within LMI Digital. This role is pivotal in delivering seamless customer experiences, accurate billing, and efficient revenue collection. The ideal candidate will have a customer-focused mindset paired with strong financial expertise and the ability to leverage data insights to streamline operations in alignment with global industry standards.

Responsibilities

Billing and Receivables Management

• Generate, validate, and issue accurate invoices promptly, ensuring clarity and transparency in the billing process.
• Manage accounts receivable processes to ensure timely collection of payments, strengthening client relationships and minimizing aged receivables.
• Implement best practices in billing and receivables management to enhance operational efficiency, accuracy, and regulatory compliance.
• Investigate and resolve billing discrepancies or disputes in collaboration with internal teams and clients to ensure prompt resolutions.
• Prepare and present periodic reports on receivables, outstanding balances, and overall revenue performance for management review and decision-making.

Customer Experience Management

• Serve as the primary point of contact for customer inquiries, complaints, and service-related issues, ensuring timely and effective resolutions.
• Strive to exceed customer satisfaction benchmarks by proactively addressing and resolving concerns.
• Maintain consistent communication with customers, providing updates on services, payments, and account statuses.
• Develop and implement customer feedback mechanisms to drive continuous improvements in service delivery.
• Manage day-to-day customer service issues for LMI Digital, such as complaints, fault reporting, and service requests, ensuring timely resolution.
• Direct customers to LMI Digital’s online resources and support platforms.
• Organize customer engagement sessions and maintain regular interactions to strengthen relationships.
• Compile and deliver reports on customer feedback, issue resolution, and service performance.
• Conduct an annual customer satisfaction survey, sharing results with relevant stakeholders and recommending actionable improvements.

Management Information Systems (MIS) and Data Insights

• Utilize MIS tools to analyze billing and customer service data, providing actionable insights for process optimization and performance reporting.
• Ensure data accuracy and integrity across all billing, accounts receivables, and customer service systems.
• Collaborate with IT and internal teams to enhance billing, CRM, and customer service platform functionalities, ensuring system reliability and efficiency.

Regulatory Compliance:

• Ensure compliance with all relevant customer service and billing regulations and standards (e.g., XXX).
• Provide regular feedback to external suppliers on service quality through ongoing communication and formal reports.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Finance, or a related field.
• Minimum of 3 years of experience in billing, receivables management, or customer service roles, preferably in a digital services or ICT environment.
• Exposure to international benchmarks in billing and customer service is highly desirable.
• Proficiency in using MIS tools, CRM systems, and advanced Excel functionalities.
• Experience in the technology, ICT, or data center services industry is a distinct advantage.

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