Customer Service Representative (Billing)

Who we are:

Stable. Supportive. Success-driven. eFlexervices is a premier BPO company with a 24-year track record of excellence. We don't just fill seats; we invest in human potential. We are dedicated to finding the perfect fit for your skills and helping you optimize your career performance. If you're looking for a company that values exceptional quality and operates on a foundation of trust, you belong at eFlex.

What we are looking for:

Are you ready to take your expertise to the next level? At eFlexervices, we're not just hiring Customer Service Representative - Billing – we're empowering your talent to deliver quality and performance. Join us in shaping the success and making an impact that truly matters.

The main task of this role is to manage the billing CS queue by answering and resolving customer questions and concerns. Maintain target metrics and goals every month, work and collaborate with different departments to ensure the company's overall success.

What you’ll be doing:

• Handle billing-related concerns: cancellations, downgrade requests, and account ownership changes.
• Answer billing-related questions: billing cycles, amount due, and give quotations if asked about upgrades and changes to the account.
• Follow up on pending customer concerns by reaching out and asking if additional assistance is needed.
• Work with the billing/ finance lead on processes that can be improved and target metrics that need to be reached.
• Work with the PTeam lead on coaching, goal setting, and development.
• Maintain the billing CS queue at minimal numbers and avoid excessive backlogs.
• Collaborate with the CS and PTeam for resolution on customer concerns, process improvements, and queries.

Qualifications and Requirements:

• Minimum 2 years of experience in the BPO industry, preferably handling US billing or front-facing customer service accounts
• Proficient in English, both spoken and written
• Solid understanding of Billing CSR tasks
• Proficient in navigating Google Workspace tools
• Familiarity with CRM systems
• Familiarity with chat apps like Intercom and Slack
• Driven and motivated; Can work under pressure and meet deadlines.
• Preferred: Experience in the tech support field (BPO)
• Preferred: Experience in an SME or T2-level position

Benefits and Perks:

At eFlex, we're not just a workplace – we're a community of playmakers, committed to fostering growth, learning, and personal connections. Here's what's in store for you:

• Living Our Values: We don't just talk the talk; we walk the walk. From learning and personal growth to caring deeply about our team and clients, our values are the compass guiding our vibrant workplace.
• Competitive Compensation: Your hard work deserves recognition. Enjoy a competitive salary and benefits package, including comprehensive HMO coverage and optical reimbursements.
• Flexible Work Options: Work your way! If you're outside Baguio City, embrace a permanent work-from-home setup. For those within Baguio, our hybrid work model offers the best of both worlds.
• Wellness Matters: Recharge and refresh! Our flexible vacation and sick leaves empower you to prioritize your well-being, ensuring a healthy work-life balance.
• Pathways to Success: Your journey with us is brimming with growth opportunities. We're dedicated to nurturing your career and supporting your rise through the ranks.

Ready to embark on an enriching journey? Join the eFlex family and experience a workplace that values your individuality and success. Let's thrive together!