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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service operations, particularly in billing and collections, while employing analytical skills to improve customer experiences and workflows. Proficient in utilizing customer service tools and methodologies to enhance communication and resolution processes.
Highest-signal resume keywords
Customer Service OperationsBilling And CollectionsRoot-Cause AnalysisProcess ImprovementCRM And Digital Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
BillingCollectionsCustomer RecordsData AnalysisProcess AutomationCustomer EngagementQuality MetricsResolution MetricsCustomer Experience TransformationJourney Redesign
Soft Skills
Analytical ThinkingCollaborationCommunicationOrganizational SkillsSolution-Oriented Mindset
Tools & Technologies
CRMIVRExcelPowerPointPower BIDashboardsDigital ChannelsKnowledge BasesSelf-Service ToolsCustomer Service Tools
Certifications & Qualifications
Customer Experience CoursesCustomer Service CoursesContact Center CoursesContinuous Improvement CoursesProcess Management Courses
Industry Keywords
Customer ServiceCustomer Support CentersCustomer RelationsCustomer ExperienceOperational Metrics
About the role
Key responsibilities & impact- Support the execution of specialized customer service activities related to accounts and billing, contributing to the quality, productivity, and resolution of requests.
- Monitor requests related to invoices, collections, and disputed charges, supporting the control of deadlines, records, volumes, repeat cases, and operational metrics.
- Support the handling of complaints, questions, and requests regarding bill reviews, billing criteria, payment plans, outstanding balances, rebilling, duplicate invoices, and invoice composition.
- Record, monitor, and support the escalation of sensitive cases or dissatisfied customers, ensuring clear communication and a solution-focused approach.
- Support collaboration with internal teams, including billing, commercial, operations, meter reading, customer records, technology, digital channels, and regional units.
- Identify recurring complaints and support root-cause analysis related to the billing process.
- Contribute suggestions for improvements to workflows, scripts, communications, support materials, systems, and customer service processes.
- Support initiatives focused on improving the customer journey and reducing questions, rework, repeat contacts, and dissatisfaction.
- Contribute to the quality of customer responses by using clear, empathetic, human-centered, and technically accurate language.
- Support digitization, automation, and customer experience improvement initiatives across IVR, CRM, knowledge bases, dashboards, self-service, and digital channels.
- Gather, organize, and analyze data, metrics, and complaints to support diagnoses, reports, action plans, and continuous improvement.
- Work collaboratively with empathy, ownership, analytical thinking, and a results-oriented mindset.
Requirements
What you’ll need- Bachelor’s degree in Business Administration, Communications, Marketing, Engineering, Technology, Sales Management, Economics, or a related field.
- Experience in customer service, customer support centers, customer relations, customer experience, or specialized customer service.
- Experience in customer service operations, preferably handling requests related to accounts, collections, billing, or commercial matters.
- Experience supporting the handling of complaints, dissatisfied customers, invoice-related questions, collections, or disputed charges.
- Basic knowledge of billing, collections, customer records, customer engagement cadence, and the customer service journey.
- Basic knowledge of customer service, quality, productivity, satisfaction, resolution, and repeat-contact metrics.
- Interest in process improvement, root-cause analysis, journey redesign, automation, and customer experience transformation.
- Knowledge of customer service tools, CRM, IVR, digital channels, Excel, PowerPoint, and dashboards.
- Knowledge of Power BI, process automation, and digital customer engagement tools is a plus.
- English proficiency is desirable for reading materials on trends and best practices in customer experience and specialized customer service.
- Additional qualifications: courses in Customer Experience, Customer Service, Contact Center, Continuous Improvement, Process Management, or digital tools.
- Analytical, collaborative, communicative, organized, and solution-oriented profile, with an interest in helping create simpler, more human, and more effective customer experiences.
Benefits
Comp & perks- Transportation allowance
- Meal voucher
- Food allowance
- Christmas food basket
- Profit-Sharing Program (PPR)
- Private pension plan
- Health insurance
- TotalPass
- Birthday Day Off
- Childcare assistance
- Extended maternity and paternity leave
- Continuous learning
- Collaborative work environment
- Growth opportunities