Billing Customer Support Specialist - Finance

Billing Customer Support Specialist

A bit about us 🏢

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.

What will you be doing day-to-day? 📞

The role is Mon - Thurs onsite - Fri from home. 

Responsible for supporting Gamma’s channel partners and sales account managers with understanding their bills and, where required, processing corrections and adjustments.

• Providing timely and good quality responses to billing queries.
• Processing billing corrections and adjustments resulting from queries raised.
• Contributing to the continual improvement of customer support practices and processes, including assessing new technologies where applicable.
• Maintaining up to date process documentation is up to date and sharing knowledge within the team to provide a resilient service.

Key Skills:

Problem Solving

• Process design: helping to identifying where customer support processes and controls are inefficient or inadequate and shaping alternatives.
• Diagnosis: understanding the ultimate issue that needs to be addressed; identifying root causes for repeated customer queries and proposing resolution.
• Calculating: working out what billing correction is needed.

Decision Making

• Contributing to strategic decisions about the overall priorities and directions of the team.
• Collaborating on design decisions for how customer service processes are built and executed.
• Judgements on which anomalies to pursue, depending on impact or likely potential impact.

Innovation

• Continually looking for improvements in processes, including exploring new technologies.

Continually reacting to changes in products and revenue/cost models

Communication

• Documenting processes clearly and relatably.
• Communicating confidently and clearly with other Gamma staff, auditors and customers to explain often technically complex subjects.
• Develop strong relationships within the Billing team to ask for and provide support.
• Developing empathic relationships with customers.

Interpersonal

• Various, written and verbal as the situation requires.

Financial

• Shared responsibility for ensuring that billing is accurate.

What you’ll need 🚀

• General understanding of Gamma’s products and commercial propositions.
• Good basic technical skills – SQL, Excel.
• Excellent telephone and written communication skills.
• Good problem-solving skills – relational as well as technical.
• Strong relationships across the Sales and Billing teams.
• The ability to maintain up to date records of projects and their progress.

What do we offer? 💰

• 25 days holiday + bank holidays
• Your birthday off
• Private Medical Insurance
• Electric Vehicle (EV) scheme
• Pension plan
• Enhanced maternity and paternity leave
• Share-save scheme