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Billing Customer Care Specialist

Employer
Inmarsat
Location
London (Central), London (Greater)
Salary
Competitive
Closing date
31 Aug 2022

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Job Details

Company Description

Inmarsat has been at the forefront of global mobile satellite communications for over forty years, and is the market leading provider of voice and high-speed data communications for users on land, at sea and in the air through its constellation of 14 geostationary satellites.  Inmarsat is a privately owned company with a profitable track record and significant growth aspirations. This is represented by more than 55 nationalities in the workforce, reflecting the global and dynamic nature of the business. With an investment of over $3 billion in its latest network infrastructure, Inmarsat is at the forefront of global mobile communications innovation.

Chief Finance Office

Inmarsat’s Chief Finance Office (CFO) processes millions of transactions a month that enable us to interact efficiently with our suppliers, customers, trading partners and regulators. We make sure that the Company is properly funded and well controlled, that our taxes are paid and that shareholders and banks continue to support our plans. Our commercial teams help ensure that the business takes sound decisions through robust planning, careful pricing, sound contracts, skilled procurement and rigorous evaluation of every major business decision.

Job Description

Primary role purpose

The Billing Customer Care Specialist will provide exceptional customer service by acting as the single point of access for customers to raise all billing enquiries (including disputes and requests).  You will be responsible for timely, right first-time resolution on a high percentage of cases and engaging appropriately with second-level resolver groups.  

 Key Responsibilities

  • Triage billing enquiries for timely identification of correct resolver group
  • Analyze, resolve, and respond to billing enquiries within agreed SLAs
  • Retrieve data from multiple sources in varying formats to perform analysis
  • Responsible for all customer billing cases, including the coordination of tasks assigned to cross functional teams 
  • Liaise with customers, and manage customer cases in line with SLAs and perform regular monitoring and follow-up
  •  providing regular updates and/or appropriate actions  
  • Escalate relevant items to appropriate levels in a timely manner to support SLAs
  • Validation and quantification of credit note requests related to Inmarsat billing services

Key Performance Indicators

  • Right first-time resolution
  • First contact resolution
  • Case resolution time

Qualifications

  • Deep understanding of customer service and a customer first mentality
  • Clear and concise verbal and written communication skills; ability to communicate with customers in a professional manner
  • Problem solving and critical thinking skills
  • Aptitude for working with data in an analytical way
  • Organization, time management, and follow-up skills to effectively manage multiple, often competing, priority items
  • Strong communication skills to effectively request and summarize information
  • Strong, confident interpersonal skills to resolve situations involving conflict and/or uncertainty

Additional Information

You must be eligible to work in this location advertised.

Inmarsat Values: 

Our values define Inmarsat’s culture and represent what we believe in. Inmarsat employees aspire to certain behaviours which support our corporate values, they create a stronger working environment and lie at the heart of our continued success as an organization.

  • Customer – Providing a unique value to our customers
  • Accountability – taking ownership, getting results and keeping our promises
  • Respect – collaborating, embracing diversity and valuing differences
  • Excellence – creating bold solutions for our customers and putting quality at the heart of everything we do

Company

Inmarsat has been at the forefront of global mobile satellite communications for over forty years and is the market leading provider of voice and high-speed data communications for users on land, at sea and in the air through its constellation of 14 geostationary satellites. Inmarsat is a privately owned company with a profitable track record and significant growth aspirations. This is represented by more than 55 nationalities in the workforce, reflecting the global and dynamic nature of the business. With an investment of over $3 billion in its latest network infrastructure, Inmarsat is at the forefront of global mobile communications innovation.

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