Mon Hernandez Email & Phone Number

Sydney, Australia

Investigate and provide resolutions to various billing disputes lodged by different telecommunication service providers.

Sydney, Australia

• Provide high quality and effective customer service to Telstra Wholesale customers through end to end management of customer’s complex billing disputes• Investigate the dispute through contract and systems interrogation• Resolve the dispute and respond to the customer within the contractual time frame• Manage correspondences to and from the customer and internal stakeholders• Organise meetings, manage follow-ups and process credit to customer accounts• Determine the root cause of billing errors and engage internal stakeholders to implement process change• Manage the interaction and relationship with the customer to ensure a world class customer experience• Take ownership and effectively communicate with customers/stakeholders by keeping them informed on progress of enquiry/disputes• Prepare billing dispute determination files in the required format• Update and maintain electronic dispute folders• Meet contractual and group target/deadlines and performance objectives• Prepare and send reports to internal stakeholders (weekly)• Raise billing correction/adjustment• Minimise revenue loss through application and adherence to national process and procedures.• Maintain accurate customer records using standard systems or processes• Ensure data integrity and SSU compliance by following agreed processes and standards• Liaise and communicate effectively with other TW and Telstra areas when and where appropriate to obtain information/collaboration• Establish and maintain effective working relationships with peer groups and key internal stakeholders• Take all reasonable care to ensure that actions or omissions do not impact the health and safety of oneself or others in the workplace