BT Group

Date de publication 16.04.2024

International Cash Collection: Operations Associate - French Speaker

What you'll be doing
  • Ensure customer payments are made on time and in compliance with BT Credit Management Policy. Responsible for maximising cash receipts from outstanding debts without compromising customer satisfaction.
  • Proactively manage customers using appropriate communication methods, ensuring quality and professionalisation standards are not compromised, in order to ensure payment promises are met and deliver cash targets
  • Manage assigned collection portfolios in adherence with Internal Operational Procedures, Credit Policy, Risk and Compliance Processes and Company Code of Conduct
  • Identify and escalate risks that could result in late payment of invoices to the Team Leader and Contract Manager to identify appropriate actions, in a timely manner.
  • Manage customer portfolio by chasing payments, reconciling customer accounts and following up disputes to meet team KPIs for overdue debt and completion of work packages
  • Plan and carry out customer calls in accordance with Group collections processes, covering all appropriate debts and ensuring that a promise of full or part payment is received and logged.
  • Protect and develop customer loyalty by applying Credit Management best practices and using knowledge of the end-to-end Billing process.
  • Maintain complete, clear and accurate records and ensure that all reporting is completed by agreed deadlines
  • Home office is available in this role depending on further agreement

This role will suit you if you have the following skills:

Soft skills:
  • Ability to meet the customers' needs in line with the business requirements
  • Focusing on the objectives and the required outcomes of the processes while delivering a service
  • Working with a cooperative and positive attitude in a group setting to achieve common goals
  • Communicating effectively and efficiently while adapting to your audience and getting the message through as intended is an advantage

Professional skills:
  • Negotiation skills
  • Excel knowledge

Language skills:
  • English on a fluent level
  • French on a fluent level

Why this job matters

The Service Delivery Advisor 1 assists in service delivery activities across multiple customer accounts, supporting customer needs to ensure the highest levels of customer satisfaction and that expectations are met and surpassed with full supervision.

What you'll be doing

1. Assists teams in standards delivery, revenue growth and the maintenance of successful relationships with assigned customers
2. Assists the team ahead of customers monthly service review meetings through collation of routine materials and documentation.
3. Assists in the review and progress assessment on continuous service improvement plans for each customer.
4. Assists in the collation of basic information and resources in supporting the development of the operational service improvement plan.
5. Acts to resolve routine problems for assigned customers well covered by existing procedures and with full supervision.
6. Assists teams in regularly contacting customers to promote standard products and services according to the needs of customers, in conjunction with the sales team and with full supervision.

The skills you'll need

Customer Service
Issue Resolution
Continuous Improvement
Problem Solving
Service Level Agreement Management
Order Management
Supplier Management
Technical Support
Business Process Improvement
Escalation Management
Project/Programme Management
Decision Making
Growth Mindset
Inclusive Leadership

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

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