Customer Care / Billing Manager at Victoria Water Services Limited

Job Brief

We are hiring a Customer Care & Billing Manager to oversee all customer interactions, ensure prompt issue resolution, and manage accurate billing operations.

Responsibilities

• Supervise customer care team and ensure excellent service delivery.
• Generate reports on customer feedback and service performance.
• Develop processes to improve customer satisfaction and retention.
• Collaborate with other departments to enhance the overall customer experience.
• Review account of clients and make changes where necessary
• Oversee billing accuracy and resolve discrepancies promptly.
• Ensure that invoices are accurately created and sent to clients according to their specific guidelines.
• Verify and access bills before processing and performing account analysis reconciliation.
• Monitor account receivables, track payments and ensure timely payments from clients.
• Provide billing data and support for audit
• Ability to train and mentor a customer service team.
• Knowledge about the processes involved in resolving product or service-related issues when highlighted by a customer
• Implement and maintain billing systems and processes to increase efficiency and accuracy
• Establishing achievable customer satisfaction goals
• Ensuring the overall satisfaction and loyalty of all customers
• Collaborate with cross-functional teams to resolve billing and customer issues
• Ensure compliance with company policies and industry regulations.

Requirements

• Bachelor’s degree in business administration, Accounting, or related field.
• 7–10 years’ experience in customer service or billing management.
• Excellent communication, leadership, and interpersonal skills.
• Strong attention to detail and ability to manage high-volume transactions.
• Proficiency in Odoo and other accounting software and IT skills.
• MBA or advanced degree in finance, accounting or related field.
• Prior experience with billing software and systems.
• Strong knowledge of industry regulations and standards.
• Excellent verbal and written communication skills.
• Strong leadership and team management skills.
• High level of attention to details and accuracy.
• Excellent problem-solving and analytical skills.