GCB Operations Associate

Employer - BT
Job title - GCB Operations Associate

Job Description

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.


About this role Our purpose is to use the power of communication to make a better world. For each other, for our customers, for society and our communities. You will be an important team member working as part of the Business Credit Management (BCM) Operations within the Group Customer Billing & Assurance Tower. As a member of the BCM Online team your responsibilities include cash collection, resolution of simple enquiries at first point of contact that affect the customers ability to pay, data integrity and customer satisfaction. You will be responsible for cash collection and debt reduction against an variety of business customer bases, ensuring debt collection activity is effectively carried out to secure payment by the due date, resolving simple enquiries, and capturing any complex enquiries or disputes so they are managed through to resolution and payment.
You'll have the following responsibilities Acting as an advisor within the Business Credit Management Online team, you will be responsible for liaising with customers to secure payment, collect cash and deliver an outstanding customer experience. You will be targeted against KPI’s in a high volume fast paced environment, with productivity pertinent to the team and role assigned, and quality will be measured though checks completed on telephone calls with customers through online and offline manager checks, and Medallia surveys completed by your customers. You’ll be:

Discussing payment of invoices with business customers to secure payment, or remove barriers to making payment.

Improving cash flow at every opportunity by telephone, encouraging preferred payment methods, educating customers to improve payment patterns, and minimize overdue debt without compromise to customer satisfaction.
Resolve simple enquiries and aim to resolve in a professional, quality manner, within agreed targets.
Ensuring promises made to the customer are kept, with proactive contact where failure is anticipated.
Meeting set targets for cash collection/overdue debt, enquiry resolution, productivity, quality, and customer experience
Protecting and developing customer loyalty through the provision of an excellent Billing service to our customers.
Maintaining accurate records of conversations/actions taken.
Ensuring all communication with our customers is clear and concise and portrays BT in a positive and professional image at all times.
Providing cover for colleagues during periods of absence to ensure that key tasks are covered
Capturing dispute details and ensure they route to the correct enquiries team for resolution.

Attending conference calls/meetings/1:1’s/forums when/where required.
Adhering to strict validation of customer contacts to protect customer data in accordance with GDPR guidelines
You'll have the following skills & experience
Background and experience in Customer experience/service, most preferably credit management and resolution of customer enquiries/complaints.

Excellent Customer relationship skills including strong communication, rapport building, with strong written and verbal competency.

Effective negotiation, influencing and problem solving skills and the ability to manage conflict well.

Confident & effective communicator, able to deliver key messages and potential service impacting consequ

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Job Location Kolkata, West Bengal
Date Posted 16 Sep 2020
Employer Email --No Email
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