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Sapphire Billing Liaison Manager ( US working hours )


Bratislava, Slovakia

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Location: Lakeside Park, Bratislava, Slovakia
Working hours: US working hours - 2 shifts (2pm-10.30pm and 3.30pm-12am)

Billing Liaison Manager is a part of the Billing Dispute Team within the Global Billing Resolution Team (GBRT). In general the mission of the Billing Liaison Manager is to act as a middleman between the Sales organization and the Dispute management teams to ensure timely resolution of billing issues identified by the customer. The BLM is an end-to-end owner of the billing issue resolution from identification of the issue till successful posting of the adjustment on customer’s invoice.

Roles and Responsibilities:

- Ensures the identified billing issues are being raised with the responsible Global Billing Resolution centers
- Meets the defined SLA’s for issue acknowledgement, response time and follow ups
- Informs customer and sales team about progress and path to resolution on a weekly basis
- Escalates within the escalation guidelines in case of lack of progress shown in the issue resolution
- Provides timely and accurate details and explains possible un-clarities to sales team as well as to the customer
- Works with the Collections department to stop the collections activity for the identified billing discrepancies till the resolution

Key Competencies and Skills:

- PC literate with experience of a range of software packages (MS Office)
- Good communication skills - Ability to interact with internal/external customers and their peers during problem determination process via email and phone
- Ability to pay attention to detail, to make conscious effort to understand causes and to address all identified billing issues
- Problem solver with very good analytical skills, able to spot issues that need to be deeply investigated
- Time management skills – ability to track work independently and in timely manner
- Negotiation skills to ensure customer satisfaction as well as satisfaction of AT&T internal processes and rules
- Resistance to stress
- Knowledge of AT&T products and services

Education and Qualifications:

- University education or High School Education with leaving exam is an advantage, preferably in the area of Business, Economics
- Strong communication skills in English, both oral and written (B2 level)
- Relevant working experience in Billing / Finance / Analysis / Customer service or experience with claims, disputes or customer fulfillment role is an advantage

Additional Information:

Contract: 1 year, then it may be prolonged