Senior Process Associate - Customer Care

About the role

ROLE PROFILE HCL Job Level E – 0.2 Function/Domain Order to Cash (O2C) – Cash Application and Billing Role Location Noida Positions Billing and Cash Application Analyst Experience 3-4 years Position Overview: The Billing and Cash Application Analyst is responsible for ensuring accurate and timely customer billing, processing cash receipts, and applying payments to customer accounts.

What you'll do

• Handle Complex Inbound And Outbound Calls, Providing Expert Assistance And Resolving Escalated Customer Issues Using Effective Communication And Problem-Solving Skills
• Follow Escalation Procedures For Issues Beyond Individual Control, Ensuring A High First-Call Resolution Rate And Effective Customer Support
• Monitor And Ensure The Quality Of Customer Interactions, Providing Constructive Feedback And Coaching To Team Members To Enhance Their Performance
• Assist In Training New Team Members And Offer Ongoing Support And Mentorship, Fostering A Collaborative And Growth-Oriented Team Environment
• Lead Initiatives Focused On Enhancing Call Handling Processes And Improving Overall Customer Service Efficiency, Contributing To Better Customer Experiences

What you need

• 3–4 years in customer support & success
• Customer service
• Voice process
• Accounts receivable
• Cash flow
• Sales
• ERP
• Any graduate