HCLTech is a global technology company, home to 223,400+ people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services.

One of our Clients is a Fortune 500 company in the Information Technology business with a mixture of customer base - Partners, SMBs, Public sector, Large and Key customers giving access to a variety of business activities. We are covering full range of OTC processes starting from the contract set up, through the billing and query management until the point the payment is made and booked. We maintain a solid core team with 5 to 12 years of experience, great professional involvement securing strong business outcome and expansion potential.

Roles and Responsibilities:

• Manage the resolution of Partner/ Customer queries received in mailbox, Query Management System.
• Maintain full coverage of the assigned portfolio using various communication methods (mailbox, query management system, CVG, outbound/inbound calls).
• Permanent account management, analysis on received requests and strategy application to ensure all requests are handled as per their importance, priority and SLA.
• Ensure track of received requests in the systems where applicable.
• Ensure proper follow up of the requests till resolution of the issue.
• Ensure all contract changes/ meter readings update are properly documented and executed in the systems and a feedback is provided to Partner/ Customer about all received requests.
• Provide support to cash collectors for the reconciliation of aged debt (ex. rejected queries, high value invoices), perform billing related activities.
• Perform all ad hoc query activities on accurate and timely manner.

Preferred Qualifications:

• Bachelor's Degree

Required Skills:

• Fluent in Spanish and Portuguese languages (both written and verbal).
• Experienced in administrative or customer interaction role.
• Self-motivated and willing to learn new skills.
• Driven by team’s success and deadlines kept.
• Adaptable to a changing environment.
• Confident in use of MS Office and with good command of English language.
• Organized with attention to details.
• Able to maintain high productivity with low error rate.
• Friendly and communicative.
• Any experience in a similar role will be considered an advantage.