Enterprise Support

2 weeks ago

Mansoura, Egypt xceed Full time

Perform financial validation upon customer activation (support documents, hardware fees paid, information provided adequate) or customer status update such as upgrade or downgrade to ensure validity and adequacy of information - Review, verify and validate test bill cycle run according to a predefined sampling method and focus on new customers and customers with updated status ensure accuracy of results -Monitor paid and unpaid invoices/performs, visit customers when needed to explain due balances and work to reduce re-sellers and corporate due amounts to increase collections and cash flow - Use predefined policies and procedures to handle and resolve disputes / queries with customers, warn customers in cases of delays, suspend accounts after the grace period if invoices not paid after receiving approvals, void invoices where necessary, adjust debit and credit notes to ensure business flow -Forward information where necessary to relevant departments such as IT or sales to facilitate resolution of customer queries within set guidelines -When disputes are not resolved, deal with appropriate other entities such as sales and legal to solve disputes the most appropriate way -Generate reports describing tickets issues compared to predefined SLA’s to show evidences during discussions / develop external balance sheets to clarify due balances and agree on conclusions -Prepare monthly reports representing the voided invoices during the previous month to track and document all activities appropriately
Xceed is the leading multilingual Business Process Outsourcing Service provider in the EMEA region with a capacity of more than 2,200 web enabled multi channels stations. Xceed manages various outsourcing agreements with key government & commercial accounts in different European languages. Xceed core objective is to deliver superior quality and value to its clients in every aspect of the CRM cycle. "Xceed currently operates from (3) sites within Cairo; two of the sites are operating full time. The other site is utilized as back up site for business continuity purposes. Capitalizing on its ground breaking success, Xceed has an additional contact center in the Morocco technology Park; “CasaNearshore Park. Xceed manages programs for clients covering (4) different continents, in (7) different languages. Xceed is one of Telecom Egypt companies that were established in 2001 to act as the IT arm for Telecom Egypt, the incumbent operator. Xceed started its call center operation business July 2003, with state-of-the-art Contact Center that supports a wide array of inbound and outbound services that are customized to the clients’ needs. Added to the customized service solutions, Xceed provides Back office Services, Infrastructure Management Services, Recruitment Process Outsourcing, Helpdesk Support Services and Social Media Analysis Services. Xceed is a joint stock company where the major stakeholder is Telecom Egypt 98% and a 2% consortium of Egypt's largest financial institutions such as National Bank of Egypt, Misr Bank and Cairo Bank.

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