Billing Customer Care Specialist, Temporary
Viasat, Inc.
About The Position
The Billing Customer Care Specialist will provide exceptional customer service by acting as the single point of access for customers to raise all billing enquiries (including disputes and requests). You will be responsible for timely, right first-time resolution on a high percentage of cases and engaging appropriately with second-level resolver groups. This role will contribute to improving service outcomes while adapting to changing systems, customer expectations, and business needs. This is a temporary role for ~1 year.
Requirements
- 1+ years experience in a customer service role
- Bachelor's degree or higher in Business Administration, Accounting, or a related field.
- Understanding of invoices, payments, account balances
- Ability to explain charges, fees, and billing discrepancies clearly
- Proficiency in Microsoft Office, especially Excel and Outlook
- Comfortable learning and navigating CRM systems
Nice To Haves
- Experience in Singleview, Salesforce, ServiceNow, SAP, and SQL would be considered an asset, but not required
- Familiarity with satellite communication services or related technologies is an asset, but not required
- Customer‑first mindset
- Clear and confident communication
- Ability to analyze data to identify patterns and improvement opportunities
Responsibilities
- Triage billing enquiries for timely identification of correct resolver group
- Analyse, resolve, and respond to billing enquiries within agreed SLAs
- Retrieve data from multiple sources in varying formats to perform analysis
- Responsible for all customer billing cases, including the coordination of tasks assigned to cross functional teams
- Liaise with customers, and manage customer cases in line with SLAs and perform regular monitoring and follow-up providing regular updates and/or appropriate actions
- Escalate relevant items to appropriate levels in a timely manner to support SLAs
- Validation and quantification of credit note requests related to Inmarsat billing services
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What This Job Offers
Career Level
Entry Level
Number of Employees
1,001-5,000 employees
