Mandarin Language Specialist
Accenture
Manila, PH
2d ago
source : Bossjob
  • 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
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