Billing Support Specialist | Remote | Dayshift

ZigZag is looking for a Billing Support Specialist to join our AU client!

ABOUT THE ROLE

The Billing Support Specialist provides operational support across billing, revenue recovery, customer billing enquiries and related administrative activities. 

The role is responsible for completing accurate and timely billing tasks, investigating and resolving routine issues, supporting customer and internal enquiries, following up outstanding balances, and escalating complex or high-risk matters to the Accounting Operations Manager in Australia. 

The position will work closely with the Australian Billing team, Customer Service and other internal teams, as well as customers and courier partners, to ensure billing matters are resolved efficiently and accurately. 

The role is designed to provide flexible support across the Billing function, allowing additional billing and revenue-related activities to be transitioned to the BPO team as required.

KEY RESPONSIBILITIES

Billing support 

• Review billing data received from courier/carrier partners to identify discrepancies. 
• Check charges against agreed rates, surcharges and applicable billing arrangements. 
• Identify issues such as incorrect rates, underdeclared parcel information, seasonal surcharges and additional fees. 
• Assist with issuing additional charges or invoices where required and in accordance with approved processes. 
• Investigate routine billing discrepancies and work with relevant teams to resolve them. 
• Identify potential billing or system issues that may affect revenue collection and escalate them to the Accounting Operations Manager. 
• Maintain accurate records of billing activities, adjustments and investigations. 
• Provide general administrative support to the Billing team & Accounting Operations function as required.

Customer Billing Support 

• Respond to customer billing and payment enquiries by email and phone. 
• Explain invoices, charges, surcharges, payment requirements and relevant services clearly and professionally. 
• Investigate routine customer billing disputes and work towards an appropriate resolution. 
• Liaise with courier partners where additional information is required to resolve a customer billing issue. 
• Assist Customer Service with billing-related enquiries. 
• Recognise issues that require escalation and refer complex or sensitive matters to the Accounting Operations Manager. 
• Maintain a professional and positive customer relationship when resolving billing issues. 

Revenue Recovery Support 

• Monitor outstanding customer balances and follow up overdue invoices and unpaid charges. 
• Contact customers regarding outstanding balances, unpaid surcharges and payment commitments. 
• Follow up agreed payment arrangements and maintain accurate records of repayment progress. 
• Negotiate payment arrangements within approved company guidelines. 
• Identify recurring, high-value or potentially problematic debtors and escalate them to the Accounting 

Operations Manager

• Assist with aged debt reporting and other revenue recovery reporting. 
• Liaise with external debt collection agencies when requested and in accordance with company procedures.

Disputes & Exceptions 

• Lodge and follow up routine carrier disputes relating to incorrect charges or service issues. 
• Investigate billing disputes using available systems and information. 
• Gather relevant documentation and information to support dispute resolution. 
• Escalate complex, high-value, sensitive or exceptional matters to the Accounting Operations Manager. 
• Assist with resolving billing issues involving key or high-profile customers when requested. 
• Maintain clear and accurate records of disputes and their outcomes.

Revenue Protection & Fraud Support 

• Monitor relevant fraud rules, alerts and account activity. 
• Identify potential fraud orders, mis-declared shipments, frequent offenders and other unusual activity. 
• Record and report potential revenue protection issues. 
• Escalate suspected fraud or significant revenue risks to the Accounting Operations Manager for further investigation and decision-making. 

Reporting & Administration 

• Prepare regular billing, debt and revenue recovery reports as required. 
• Assist with monthly aged debt reporting. 
• Maintain accurate account, billing, dispute and recovery records. 
• Collect and provide information required by the Accounting Operations Manager and management. 
• Identify recurring billing issues or trends and report them to the Accounting Operations Manager. 
• Ensure all activities and records are completed accurately and within required timeframes.

Team & Process Support 

• Work closely with the Accounting Operations Manager and Australian teams to support day-to-day billing operations. 
• Assist Customer Service, Sales and other internal teams with billing-related queries. 
• Forward relevant sales leads to the Sales Team when applicable. 
• Contribute to billing, revenue recovery, system and process improvement initiatives. 
• Support the transition of additional routine billing activities to the BPO team as the function develops. 
• Follow documented processes, procedures and escalation guidelines. 

Escalation Responsibilities

The Billing Support Specialist is expected to resolve routine matters independently within approved processes and escalation guidelines. Issues that should generally be escalated to the Accounting Operations Manager include: 

•  High-value or significant customer debts.
• Complex or sensitive customer disputes. 
• Potential fraud or significant revenue leakage. 
• Requests for exceptions to standard billing or payment policies. 
• Legal or regulatory matters. 
• High-profile or strategically important customers. 
• Complex carrier disputes. 
• System or technical issues affecting billing or revenue collection. 
• Any matter where the appropriate resolution is unclear.

 REQUIREMENTS

• Minimum 2 years of experience in billing, accounts receivable, revenue recovery, collections, customer service or a similar role. 
• Strong attention to detail and accuracy. 
• Good analytical and problem-solving skills. 
• Ability to investigate discrepancies and identify appropriate solutions. 
• Good computer literacy and experience using online systems and business applications. 
• Ability to manage multiple tasks and meet deadlines. 
• Ability to work independently while also contributing effectively to a team. 
• Proactive approach and willingness to take initiative. 
• Sound judgement and ability to recognise when an issue requires escalation. 
• Ability to handle difficult or emotional customer situations professionally. 
• Good negotiation and conflict-resolution skills. 
• Understanding of billing, collections or complaints handling is desirable. 
• Familiarity with debt collection requirements and regulations is desirable. 
• Ability to maintain confidentiality, data integrity and ethical business practices.
• Verbal Communication: Clear and professional communication with customers, colleagues, courier partners and other stakeholders. 
• Written Communication: Ability to write clear, concise and professional emails, reports and account documentation. 
• Active Listening: Ability to understand customer concerns and identify appropriate solutions. 
• Customer Service: Ability to remain professional, helpful and empathetic when dealing with customers. 
• Negotiation: Ability to discuss outstanding balances and payment arrangements within approved guidelines.
• Conflict Resolution: Ability to manage billing disputes calmly and constructively. 
• Team Collaboration: Ability to work effectively with the BPO team, Australian Accounting Operations function and other departments. 
• Adaptability: Ability to adjust to changing priorities, processes and workload requirements.

ZigZag is committed to building a diverse, inclusive, and equitable workplace. We believe that talent knows no borders, and we welcome individuals from all backgrounds to help us shape the future of work. Guided by transparency and agility, we foster an environment where everyone is valued and empowered to thrive.

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