About this role
The Job:
• Responding to incoming calls to the Finance Communication Line and requests received through the shared email inbox in line with a professional service approach, customer expectations, and maximum customer satisfaction. • Accurately analyzing customer-related financial requests, recording them in the relevant systems (GCCU and SAP), making the necessary referrals, and ensuring follow-up until resolution. • Processing customer requests related to statement reconciliations, account statements, and refunds in a timely, accurate, and complete manner in accordance with company procedures. • Coordinating the resolution process by promptly escalating customer requests that cannot be resolved during the first point of contact to the relevant departments. • Supporting pre-billing and post-billing processes when required, contributing to operational continuity and efficiency. • Encouraging customers to effectively use self-service solutions, particularly MyBill, and providing support in resolving any issues encountered during usage. • Analyzing the root causes of recurring customer requests and issues and contributing to continuous process improvement initiatives. • Actively contributing to initiatives aimed at enhancing customer satisfaction, billing quality, and process efficiency in line with the ICCC (Insanely Customer Centric Culture) approach. • Adhering to departmental performance targets and daily work plans to ensure service excellence and operational effectiveness. • Delivering services in compliance with quality standards and company procedures, contributing to an enhanced customer experience and efficient finance operations.
The Person:
• Bachelor’s degree. • Good command of written and spoken English and Turkish. • 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.