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Description:

Serve as the primary (internal/external) customer contact for your assigned dispute cases and ensure all customer needs and expectations are met. You will respond to inbound emails regarding invoice discrepancies as to price, customer account setup, contract issues, Project/Services issues, documentation issues, tax issues. You will communicate with other departments such as Project Managers, Field leader services, billing team, etc., to resolve customer issues. When C2C/CS creates and assigns a dispute, the Disputes Team will take ownership of the case, drive a consistent approach to review and investigate the root cause and ensure appropriate actions are taken before hand-back to C2C for collection or closure.

Responsibilities:

• Coordinate the dispute resolution for New or In-Process cases.
• For assigned dispute cases, review & analyze supporting documentation to validate if an actual error or discrepancy is in place to investigate;
• Understand the dispute root cause and perform required invoice correction.
• Follow the process standard work on resolution
• Record updates received from internal teams - Ensure dispute status is maintained on a regular basis to allow for improved reporting and analytics. 
• Prioritize escalated/urgent cases/ high dollar cases - Communicate any escalations or help required and document all steps taken to resolve the dispute.
• Engage external Customers and internal cross functional core teams to address root cause of dispute and work to resolve invoice discrepancies.
• Once discrepancy is understood and resolved, document all findings, and assign/update the correct Reason Code/Root
• Contact appropriate teams to cancel and rebill invoice properly or process a credit
• If investigation turns out that discrepancy is not correct, collect all supporting documentation so C2C can collect on open balance.
• Ensure Customer is notified, either directly or via the appropriate function ex. C2C or CSR, of any action taken and provide a copy of the required documentation to obtain agreement to pay or settle invoice discrepancy.

Qualifications and experience:

• Bachelors or master’s degree in a relevant field
• 3 -5 years of direct experience in Customer Interaction or related
• 2+ years using Microsoft office (Word, Excel, Power point and Outlook). 
• Knowledge of SAP and Salesforce
• Excellent communication skills
• Advanced English Level
• An ability to learn quickly and to take initiative
• Teamwork skills
• Analytical and problem-solving skills
• Root cause analysis
• Influencing Skills

We Offer:

• A culture that fosters inclusion, diversity and innovation
• Market specific training and ongoing personal development
• Career growth opportunities
• Experienced leaders to support your professional development
• International work environment
• Medical plan provided by Omniasig
• Meal allowance
• Budget for flexible benefit scheme which can be used for travel, sports, dental scheme, and others