Customer Experience Billing Specialist

Requirements

• The ideal candidate has strong analytical skills, excellent written communication, and a passion for delivering a high-quality customer experience.
• Experience in billing, finance operations, or a customer-facing support role.
• Comfort working with financial data and reconciliation processes.
• Numerical aptitude and strong attention to detail when handling sensitive billing information.
• Familiarity with Zuora and/or Intercom is a strong advantage.
• Clear and confident written communication in English (additional languages are a plus).

What the job involves

• As a CX Billing Specialist you will be responsible for ensuring accurate and timely billing, handling customer inquiries related to billing, and providing exceptional customer service.
• Ensuring Planday's subscription services are invoiced and collected in a timely manner.
• Ensuring all billing transactions are recorded correctly and comply with company policies.
• Reviewing and verifying billing data for accuracy, completeness, and consistency.
• Providing subject matter expertise on Planday billing and assisting other teams as required.
• Maintaining and updating customer billing information in the billing system.
• Supporting process improvement initiatives to improve efficiency and customer experience.
• Invoice Processing - Accurately process and generate customer invoices on a regular billing cycle, ensuring all charges are correct.
• Payment Reconciliation - Reconcile payments and manage customer accounts, ensuring all transactions are recorded correctly and promptly.
• Issue Resolution - Investigate and resolve billing disputes and discrepancies efficiently, ensuring customer satisfaction and retention.
• Customer Education - Educate customers on billing procedures, payment methods, and any changes to their billing via email and written communication.
• Audit and Verification - Conduct regular audits of billing data to identify and correct errors or inconsistencies.
• Feedback Loop - Act as a liaison between customers and the internal team, communicating customer feedback to drive product and process improvements.
• Cross-Functional Coordination - Work closely with Finance, Sales, and Customer Experience to resolve complex billing issues.
• Problem Solving - Evaluating facts and data to inform recommendations based on customer objectives.
• Expectation Management - Prioritising tasks, addressing urgent issues promptly and with good judgement.
• Communicates Effectively - Conveying information clearly in writing, building rapport, and collaborating with customers and internal stakeholders.
• Internal System Management - Proficiency (or fast demonstrated ability to learn) in Zuora, Salesforce, and Intercom; strong adherence to internal processes.
• Stakeholder Management - Fosters positive relationships, clear communication, and collaboration across teams.
• Professionalism - Team player who maintains confidentiality and takes accountability.
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
• Drives Results - Consistently achieves high results even when the way forward isn't always clear.
• Manages Ambiguity - Operating effectively in a small, distributed team where priorities can shift.
• Uses Good Judgement - Making timely, well-reasoned decisions.
• Action Orientated - Takes on new opportunities and responsibilities with urgency and enthusiasm.