Job Description

We\'re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what\'s important to them.What does Access offer you?We offer a flexible, hybrid working environment where you can balance work and life while maintaining a strong office team-based culture. We deliver on what we say, taking the development of our people seriously. We\'ll work with you to progress your success plan and provide opportunities to accelerate your career.On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you\'ll also be able to choose from a range of benefits to suit you. We\'re an organisation that likes to give back, so you\'ll also have three charity days allocated to support a cause that matters to you.About you:You are a detail-oriented and experienced Dispute Management Analyst ready to join our dynamic team. The ideal candidate will have a robust background in dispute resolution and claims management, exceptional analytical skills, and a proven ability to manage complex cases efficiently. Your strong communication skills and ability to navigate challenging situations with tact and professionalism make you an asset in resolving disputes amicably and effectively.Reporting to the APAC Credit Controller this role will perform a range of duties and responsibilities. These may include, but are not limited to:

• To ensure customer queries from multiple channels are attended promptly in line with set standards with dedicated attention on inbound calls and emails in shared services environment
• To provide professional and qualitative customer care standard in line with set Access Group standards
• To resolve customer\'s queries in accordance with set Access Group standards
• To promptly and accurately log queries in the ERP system
• To actively promote self-service functionalities and/or ensure customer query is addressed structurally so that it does not re-occur with the agreed SLA & KPI set
• To ensure cross-function liaison within credit controller team & other related internal stakeholders
• To manage customer escalation process when it occurs and take charge of resolution
• To act as a Query-related subject matter expert within Credit Control Team
• To support resolution of most complex billing related queries and involve in customer interactions
• To perform root cause analysis and, ensure accuracy upon receipt of queries
• To timely support settlement of customer collection queries
• To facilitate AR collection and minimize disputed amounts and ageing for aged debt positions
• On request, support the lead or supervisor on minor operational and/or reporting tasks.

Your skills and experiences might also include:

• Degree holder or equivalent 3-5years working experience in customer service, preferably in Shared Services environment.
• Good communication and conversational skills, in both oral and written English and any other local language.
• Good telephone conversation/handling skills.
• Good customer handling skills.
• A team player.
• Service-oriented.
• Strong problem-solving skills.
• Able to handle stress.
• Able to work independently.
• Advanced MS Office Skills & Accounting ERP systems
• Basic knowledge in both billing & credit policy.

What are we all about?The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace.At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you\'re excited about this role, (even if your previous experience doesn\'t align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity. Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let\'s make a difference together.Love Work. Love Life. Be You.

The Access Group