Billing Customer Care Specialist

On May 31, 2023, Viasat completed its acquisition of Inmarsat, combining the teams, technologies and resources of the two companies to create a new global communications partner.

About Viasat

Viasat is a global communications company that believes everyone and everything in the world can be connected. With offices in 24 countries around the world, our mission shapes how consumers, businesses, governments and militaries around the world communicate and connect. Viasat is developing the ultimate global communications network to power high-quality, reliable, secure, affordable, fast connections to positively impact people's lives anywhere they are—on the ground, in the air or at sea, while building a sustainable future in space.

Chief Finance Office

The Chief Finance Office (CFO) processes millions of transactions a month that enable us to interact efficiently with our suppliers, customers, trading partners and regulators. We make sure that the Company is properly funded and well controlled, that our taxes are paid and that shareholders and banks continue to support our plans. Our commercial teams help ensure that the business takes sound decisions through robust planning, careful pricing, sound contracts, skilled procurement and rigorous evaluation of every major business decision.

Primary role purpose:

The Billing Customer Care Specialist will provide exceptional customer service by acting as the single point of access for customers to raise all billing enquiries (including disputes and requests). You will be responsible for timely, right first-time resolution on a high percentage of cases and engaging appropriately with second-level resolver groups.

Key Responsibilities

• Triage billing enquiries for timely identification of correct resolver group
• Analyse, resolve, and respond to billing enquiries within agreed SLAs
• Retrieve data from multiple sources in varying formats to perform analysis
• Responsible for all customer billing cases, including the coordination of tasks assigned to cross functional teams
• Liaise with customers, and manage customer cases in line with SLAs and perform regular monitoring and follow-up
• providing regular updates and/or appropriate actions
• Escalate relevant items to appropriate levels in a timely manner to support SLAs
• Validation and quantification of credit note requests related to Inmarsat billing services

Key Performance Indicators

• Right first-time resolution
• First contact resolution
• Case resolution time

Essential Knowledge and Skills

• Deep understanding of customer service and a customer first mentality
• Clear and concise verbal and written communication skills; ability to communicate with customers in a professional manner
• Problem solving and critical thinking skills
• Aptitude for working with data in an analytical way
• Organization, time management, and follow-up skills to effectively manage multiple, often competing, priority items
• Strong communication skills to effectively request and summarize information
• Strong, confident interpersonal skills to resolve situations involving conflict and/or uncertainty

You must be eligible to work in this location advertised.

Our culture and ways of working

Our values define our culture and represent what we believe in. Viasat employees aspire to behaviours that support our values, which create a stronger working environment and lie at the heart of our continued success as an organisation.

• Customer – we provide a unique value to our customers
• Accountability – we take ownership, we deliver results, and we keep our promises
• Respect – we collaborate, we embrace and celebrate diversity and we value difference
• Excellence – we create bold solutions for our customers and put quality at the heart of everything we do

We also value and encourage a healthy work-life balance, so we offer flexible working wherever possible. Depending on the operational requirements of your job and your team, we can offer compressed hours (nine-day fortnight), hybrid office-remote working, and flexibility during your working day to take care of personal commitments.

Diversity

We want the best people for the job, and we warmly welcome applications from you if you’re suitably qualified and eligible, regardless of your sex, gender, age, race, ethnicity, disability, sexuality, gender identity, neurodiverse qualities, religion or belief, marital status, pregnancy, or maternity status.

We are signed up to the Halo Hair Code, which aims to protect employees who come to work with natural hair and protective hairstyles associated with their racial, ethnic, and cultural identities.

To give you the best experience possible during your application process and interview, we can make adjustments. For example, if you’re visually impaired we’ll happily meet you locally and help you find your way to our office, or if you have neurodiverse qualities, we can provide you with additional support to help you prepare for your interview. Please let our Resourcing Team know if there are any ways in which we can support you.