Billing Customer Service Specialists

Private Advertiser; Quezon City; On-site; PHP 335,000 - 536,000; Full time

Benefits offered by this job

Health insurance

Paid leave

Wellness programme

Job summary

SAGILITY PHILIPPINES B.V. BRANCH OFFICE in Quezon City is seeking a Billing Customer Service Specialist to join our call centre.

This full-time role handles inbound and outbound calls to resolve billing inquiries, process adjustments, and support accurate invoicing. You will work with finance and support teams, provide clear billing information, set up payment plans, and strive for high customer satisfaction.

Qualifications

• Proven call centre experience, preferably in billing or customer service.
• Strong knowledge of billing systems, accounting principles and payment processing.
• Excellent verbal and written communication, able to explain complex billing clearly.
• Fluency in English and Filipino; additional languages are advantageous.
• Proficient in using CRM software and MS Office applications.

Responsibilities

• Handle inbound and outbound calls relating to billing inquiries and payments.
• Provide accurate billing information and resolve invoice disputes.
• Process billing adjustments, credits and refunds per company policies.
• Document interactions in the CRM and maintain records.
• Assist customers with payment processing and payment plans.
• Collaborate with finance and support teams to resolve complex issues.
• Meet KPIs for call handling time, first-call resolution and satisfaction.

Skills

Call centre experience

Billing knowledge

Communication skills

Customer service

Problem-solving

Multitasking

Fluency in English and Filipino

Education

High school diploma or equivalent

Tools

CRM software

MS Office

Job description

About the role

We are seeking experienced Billing Customer Service Specialists to join our dynamic call centre team in Quezon City, Metro Manila. This is a full-time position that plays a crucial role in delivering exceptional customer support and resolving billing inquiries for our clients. As a Billing Customer Service Specialist, you will be the voice of our organisation, handling inbound and outbound customer communications whilst managing billing-related issues with professionalism and expertise. This role is essential to maintaining customer satisfaction, ensuring accurate billing processes, and supporting the overall success of our customer service operations.

Key responsibilities

• Handle inbound and outbound customer calls relating to billing inquiries, invoice disputes, payment arrangements and account adjustments
• Provide accurate and timely information regarding charges, service details and billing policies
• Process billing adjustments, credits and refunds in accordance with company policies and procedures
• Document all customer interactions thoroughly using the customer management system and maintain accurate records
• Investigate and resolve billing discrepancies and customer complaints with efficiency and care
• Assist customers with payment processing, setting up payment plans and discussing available payment options
• Identify opportunities to upsell or cross-sell services whilst maintaining customer satisfaction
• Collaborate with other departments including finance, technical support and management to resolve complex billing issues
• Meet or exceed key performance indicators including call handling time, first-call resolution and customer satisfaction scores
• Adhere to company policies, compliance requirements and quality standards at all times

What we’re looking for

• Proven experience working in a call centre environment, preferably in a billing or customer service role
• Strong knowledge of billing systems, accounting principles and payment processing
• Excellent communication skills, both verbal and written, with the ability to explain complex billing information clearly
• Exceptional customer service skills with a patient, empathetic and professional approach to handling customer interactions
• Proficiency in using customer relationship management (CRM) software and MS Office applications
• Strong mathematical and attention to detail skills to ensure accuracy in billing calculations and record-keeping
• Ability to multitask effectively whilst maintaining quality and accuracy under pressure
• Problem-solving skills and the ability to handle difficult situations with composure
• Fluency in English and Filipino; additional language skills are advantageous
• High school diploma or equivalent; qualification in customer service, billing or finance is preferred
• Flexibility to work in rotating shifts, including evenings and weekends if required

What we offer

We are committed to providing our employees with a supportive and rewarding work environment. We offer competitive remuneration packages, performance-based incentives and opportunities for professional development and career progression. Our benefits include comprehensive health insurance coverage, paid leave entitlements and employee wellness programmes. We foster a collaborative team culture where your contributions are valued and recognised. SAGILITY PHILIPPINES B.V. BRANCH OFFICE is dedicated to supporting the wellbeing and work-life balance of all our employees.