Billing Customer Care Specialist, Temporary

Job description

One team. Global challenges. Infinite opportunities. At Viasat, we’re on a mission to deliver connections with the capacity to change the world. For more than 35 years, Viasat has helped shape how consumers, businesses, governments and militaries around the globe communicate. We’re looking for people who think big, act fearlessly, and create an inclusive environment that drives positive impact to join our team.

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. This role will contribute to improving service outcomes while adapting to changing systems, customer expectations, and business needs. 

This is a temporary role for ~1 year.

• Triage billing enquiries for timely identification of correct resolver group
• Analyse, 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
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