Customer Advocate - Billing and Payments

He kōrero mō mātou | About Watercare
 

Ki te ora te wai, ka ora te whenua, ka ora te tangata
When the water is healthy, the land and the people are healthy

Now is an exciting time to join Watercare, we're planning to spend $14 billion over the next 10 years to ensure we can continue to support our growing city in a climate-resilient way. When you average that out, that's an investment of $3.8 million every day!

He whakamārama mō te tūranga mahi | About the role

We're looking for a customer-focused and detail-oriented Customer Advocate – Billing & Payments to join our Customer team in Newmarket.

In this specialist role, you'll support the management of Watercare's billing and payment processes, ensuring customers receive accurate billing information and exceptional service. You'll work closely with internal teams and external partners to resolve payment and billing issues, maintain customer account information, and provide expert support to frontline teams.

Key responsibilities include:

• Supporting the processing of customer payments and reconciling suspense accounts
• Maintaining accurate billing and customer account information
• Reviewing billing cycles, exception reports and invoice proofs
• Resolving payment, billing and system-related issues
• Providing specialist advice and support to frontline customer teams
• Educating customers on billing processes and account management
• Contributing to continuous improvement initiatives and system training
• Working collaboratively to deliver outstanding customer outcomes and service excellence.

Ngā pūkenga e rapu nei mātou | About you

To be successful in this role, you'll bring:

• At least 3 years' experience in a high-volume, multi-channel contact centre environment
• Experience in Accounts Receivable, revenue management, billing operations or a similar finance-related function
• Working knowledge of billing systems, CRM platforms, contact centre telephony and the Microsoft Office suite
• Excellent written and verbal communication skills
• Strong attention to detail and problem-solving capability
• A customer-centric mindset with a passion for delivering positive outcomes
• The ability to manage competing priorities, meet deadlines and perform under pressure
• A collaborative approach and a willingness to embrace change and continuous improvement.

Ngā hua mōu | What's in it for you

We offer a competitive salary and staff benefits package including:
•    Training and development opportunities
•    Life and income protection insurance plans
•    Generous parental leave
•    Employee discounts at a range of large retailers

Me pēhea te tono mai | How to Apply

Come and join our team! If you are looking for an exciting career opportunity with a fantastic team then please apply online today - careers.watercare.co.nz.