BT DBCM Associate in Kuala Lumpur, Malaysia

Group Business Services (GBS) is part of BT Group that delivers diverse range of business services across the whole of BT. Our vision is to create an organization that is fully aligned and integrated with the customer facing units (CFUs).

With a 10,000 people strong workforce, we help drive business growth, enhance profitability, optimize the cost base and provide competitive differentiation. We continue to serve BT’s customers – both external and internal - as efficiently and effectively as possible. Our customers are at the heart of everything we do.

Our aim to make GBS a brilliant place to work, day-to-day and as a long-term career. Our talent strategy develops our teams and helps us all to further our career aspirations and options across BT.

Kuala Lumpur, Malaysia

BT has been operating in Malaysia for around 20 years. Our hub in Kuala Lumpur launched in 2013 and is home to our colleagues working for the GBS organization. The hub has 180 people supporting Asia Pacific contracts, which include language capabilities like Mandarin, Cantonese, Japanese and more. Services offered here include Customer Service Request Management (from request handling to quoting, ordering and delivery tracking) and Commercial Operations (Inventory Management, Revenue Assurance, Billing, Contract Management).

GBS Kuala Lumpur was awarded Multimedia Super Corridor status by the government of Malaysia through the Multimedia Development Corporation. This recognition is awarded to information communications technology-enabled companies that use multimedia technology to enhance and improve their products and services.

Purpose of Role

The role holder is principally responsible for AMEA Managed Contract Billing. They will be responsible to assist contract teams (Contract Manager/Business Manager) in BT AMEA contract for preparing the invoices, handling query management, preparing financial reporting and Credit Note governance as well the root cause analysis. Managed Contract team to embrace Right First Time as part of KPI when provide billing instruction to biller for them to generate invoices in a timely manner and sustain the quality of the invoices

To prepare financial reports as per agreed with contract teams as per the defined SLAs.

Managed Contract team must have a wide knowledge about BT Product Portfolio, GFP Product code and Tax requirement for specific countries.

Key Responsibilities

  • Charge collation activities

  • Allocation of charges to customer contracting entities, or splitting of charges across entities

  • Preparation of all invoices

  • Presentation of draft invoices to customer for approval

  • Preparation of invoice supporting management information or customer cost allocation reporting

  • Billing query management

  • Accrual reporting

  • Unbilled reporting

  • Credit Note governance and root cause analysis

  • Constant SOP review and updates

Business Impact

  • Crucial role as direct impact on BT GS’s AMEA contract performance such as Revenue, Profit & Loss, Accrual etc

  • Major impact on the success of lead to cash process.

  • Key role in building up a trustworthy relationship with internal and external customers

Qualifications

  • Typically Bachelor of Business Administration, Economics, or equivalent

  • Minimum of 1.5 years of Telecom, Financial BPO or related experience

  • Minimum 2 years of overall work experience

Skills/Experience

  • 2 year experience in relevant L2C operations

  • Experience in Customer Service Management is an advantage

  • Fluent English is a must, another AMEA language is an advantage unless it is specified as a must

  • Good knowledge of MS Office Applications

  • High level of accuracy

  • Good commercial and financial sense

  • Excellent problem solving skills

  • Team player

  • Being able to follow a standard operating model and governance

  • Experience in working in a diverse and fast paced work environment

Job: Customer service

Title: DBCM Associate

Location: South East Asia-Malaysia-Kuala Lumpur-Kuala Lumpur

Requisition ID: 93551