Position: Billing Support Representative
Company: GotYourBack Suppport
Experience required: 1y
English level: upper

**Goal:** Providing quality and efficient service to customers by resolving their billing-related questions and dealing with cancellation/refund requests. Managing bad feedback to satisfy customers' and the company’s needs.

**Responsibilities:**
Main job-related duties:
-Process incoming calls/chats/emails with billing requests during working hours.
-Process bad feedback from the customers during the pre-fix stage.
-Identify and assess customers' needs to achieve their satisfaction.
-Offer the best solution to customers to keep them as our clients.
-Advise and consult customers on problems that are related to their payments made for our products.
-Provide partial and full refunds on customers’ demand according to the product refund policy.
-Cancel subscriptions upon customers’ requests.
-Process cancellation requests & Process rebill callbacks.
-Manage accounts’ status in Apptivo according to the results of the -refund/cancellation request cases.
-Manage customers that are at risk (those that didn’t receive the Initial servicing).
-Process ‘Show the value cases’

Goal Accomplishment and Proactiveness
-Fulfill the team and personal goals and objectives.
-Analyze and improve personal achievements and results.
-Proactiveness - suggest improvements and report issues.
-Prepare analytical information and reports on SL’s demand.

Constant professional development
-Analyze personal QA results, consult with QA, and work on mistakes.
-Keep track of personal and team KPIs.
-Request additional training in case there is a lack of any job-related knowledge.

Cooperation with other departments
-Participate in communication channels between Billing Agents and Support Management, as well as in threads with other departments.
-Communicate with the Support and QA teams while handling Bad Feedback cases to achieve the best service to prevent potential refunds.

**Requirements:**
Advanced English (B2-C2).
Outstanding communicative skills.
Flexibility.
Proactiveness.
Stress-tolerance.
Strong knowledge of sales procedures and tactics.
Ability to rapidly build rapport with customers.
Excellent client service and sourcing skills.
Ability to persuade and negotiate with customers.
Sales experience would be a plus

**Schedule:**
5 working days
Monday-Friday
18:00-02:00 Kyiv timezone