Process Associate
HCLTech · United States
Job Summary
We are seeking a highly analytical and customer-focused Billing & Account Analyst to manage client billing inquiries, account-related tasks, and resolve policy violations within advertising accounts.
Key Responsibilities
Key Responsibilities:
1. Billing Analysis & Client Communication: Analyze billing data, providing clients with detailed breakdowns of revenue and invested costs. Clearly explain complex billing concepts in a customer-friendly manner through phone and e-mail.
2. Policy Violation Management: Investigate policy violations in ads served, collaborate with internal teams to identify solutions, and communicate effectively with customers regarding corrective actions and remedies.
3. Account Activation & Administrative Support: Handle account activation and perform other administrative tasks related to Ads accounts, ensuring smooth operational processes and timely completion of requests.
4. Customer Support & Service Level Adherence: Prioritize and address client requests in a timely manner, ensuring adherence to SLAs while maintaining a positive customer experience. Available to work in a 24x7 environment to support client needs.
Skill Requirements
Qualifications:
1. Strong analytical skills with the ability to interpret data and translate it into actionable insights.
2. Excellent written and verbal communication skills, particularly in explaining technical concepts to customers.(85% calls, 15% e-mails)
3. Flexibility: This role requires working in shifts, including nights and weekends, to support our clients around the clock.