Manage a customer ledger by collecting accounts receivable balances, on-time and in-full, from invoiced customers.
Perform the above by developing and maintaining strong personal relationships with AP contacts and Google sales representatives.
Proactively build customer relationships, continually seeking ways to improve customer satisfaction and communication.
Engage with customers (on a daily / weekly / monthly basis as determined by the urgency of the account delinquency status and customer payment history) via a combination of email, phone calls and video teleconferences.
Determine validity of customer disputes relating to invoicing and cash applications. Quickly and accurately route valid disputes to appropriate supporting towers.
Follow-up on resolution timelines and impacts to customer account status.
Execute order hold and suspension process, when necessary, and manage customers reactions. Focus on solving root cause of suspension moving forward and avoiding suspension in the future.
Exhibit commercial awareness when handling order hold / suspension exemption requests (with the appropriate approval).
Track and manage customer adherence to payment plans as determined by Credit. Adjust management of the account according the customer’s performance on agreed terms.
Achieve and exceed month end SLAs relating to responsiveness and resolution time, CSAT and cash.
Ensure compliance with Google collections policies and procedures.
Bachelor’s degree holder
Strong written and verbal communication in Mandarin and English languages
BPO experience is an advantage