Posted Aug 09, 2025 287 views
We are looking for a detail-oriented and proactive Billing and Customer Support Executive to join our team in Sialkot. The ideal candidate will have at least one year of experience, preferably with a wireline or cellular service provider, and demonstrate strong communication and organizational skills. This role involves managing billing processes, resolving customer complaints, and supporting revenue protection efforts in a fast-paced environment. The position requires close coordination with various teams to ensure accuracy, compliance, and timely delivery of services.
Key Responsibilities
Regularly monitor the bill register to ensure accuracy and completeness, reporting any major discrepancies or variances to the Assistant Manager. Ensure the timely and accurate generation of monthly bills and coordinate their prompt dispatch to customers. Support recovery efforts from active customers according to targets and provide periodic updates to management. Handle billing complaints, resolving them within defined turnaround times—24 hours for CRM complaints and 12 hours for priority complaints. Process and document adjustment cases in customer accounts, maintaining proper records for audit compliance.
Identify and report unauthorized restorations of Temporary Out of Service (TOS) and Permanently Out of Service (POS) accounts, ensuring corrective action is taken. Monitor high consumption and overseas usage exceptions, coordinating with relevant teams to implement preventive and corrective measures to safeguard revenue. Assist in implementing Credit Monitoring Policies (CMP) and support the clearance of pending archival to maintain consistency and effectiveness. Follow up on non-delivery and billing complaints, ensuring timely resolution and escalation when necessary.
Ensure day-to-day compliance with legal, ethical, and internal policy standards related to revenue activities. Conduct pre-sale verification through CRM and COPS portals. Clear rejected orders by updating incorrect documents and download billing reports via the OBI portal. Clear stuck restored orders and verify adjustments posted by contact center and JS teams. Issue and deliver withholding tax statements upon customer request. Communicate with non-paying customers via email to encourage bill payments and send WhatsApp messages and warning notices to TOS (M1 & M2) customers for payment and retention purposes.
Required Qualifications
Bachelor’s degree in Business Administration or an equivalent field from a reputable university. A minimum of one year of relevant experience, preferably with a wireline or cellular service provider. Formal training in MS Office applications and customer handling is essential. Proficient verbal and written communication skills are required, along with strong interpersonal abilities to interact effectively across teams. Proficiency in MS Office applications is necessary.
The candidate must demonstrate the ability to assist in decision-making, multitask, and maintain strong organizational skills. The role demands handling multiple tasks and meeting department deadlines in a fast-paced environment. Strong prioritization and planning abilities, a high level of interest in performance and results, and good negotiation and conflict resolution skills are also important.
Preferred Qualifications and Benefits
Experience with billing systems and customer relationship management portals will be considered an advantage. This position offers the opportunity to work in a dynamic environment with exposure to telecommunications billing and customer service processes. The role is full-time and in-person, based in Sialkot. A competitive annual salary ranging from Rs42,000 to Rs50,000 is offered.
This role presents a valuable opportunity for candidates seeking to advance their career in the telecommunications sector while contributing to efficient billing and customer service operations.
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