Query Handling Frontline Advisor

JOB DESCRIPTIONAnswering customer calls to the Finance Communication Line and respond to requests sent to the shared email address in a timely and professional manner, meeting customer expectations and satisfaction.Categorizing incoming calls and email requests in the SAP (ERP) system.Handling real-time reconciliation and statement requests received on the Finance Communication Lines.Responding to refund requests, direct them as needed, and make sure system entries are completed when necessary.Quickly pass on unresolved customer issues from calls or emails to the appropriate departments.Checking the necessary information and documents before creating invoices, and support follow-up, confirmation, and customer notification processes after billing as needed.Encouraging the use of self-service products (Mybill) and identify the main causes of issues to prevent them from happening again.Listening to customer requests and complaints professionally, find solutions, and give helpful suggestions to improve satisfaction; aiming to keep customer satisfaction, billing quality, and improvements in business processes as priorities.GENERAL QUALIFICATIONSNew graduate with a Bachelor’s degree from a universityGood written and spoken English skills.Proficient in MS Office applications.Strong analytical thinking and problem-solving skills.Customer and results-focused.Good planning and organizational skills.Able to work under pressure, careful, and detail-oriented.Strong communication and persuasion skills over the phone.Team-oriented.