Dispute Management Analyst

Join the Access Family and see how we make software ideas become a reality!

Our core value of Love Work, Love Life, Be You has been central to our success and so we're looking for people to join us who share our passion for making things better every day and help us continue to grow.

We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

What are we all about

At Access, we love software and how technology never stays the same. It's this passion that drives us to work closely across sectors to understand the business needs of our customers - from the Hospitality sector, to Manufacturing industry, to Not for Profit's to Construction, and many more.

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.

Day-to-day, you will:

Reporting to the APAC Credit Controller this role will perform a range of duties and responsibilities. These may include, but are not limited 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
• 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 does Access offer you

We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously and we will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

On top of a competitive salary, our wellbeing days taking you to 25 days leave a year (rules apply) and a health contribution you'll also be able to choose from a range of benefits to suit you. We pride ourselves on being an organisation that gives back so you'll also have 3 charity days you can take to support something that matters to you.

At Access we're all about helping everyone Love Work and Love Life. Why Because we believe people can only be their best when they can be themselves. So, if you are excited about this role, but your past experience doesn't match perfectly, we'd still love to hear from you. You might just be whom we are looking for.

We love the fact that we're all different. We believe by having more diverse perspectives at work improves how we run our business, helps us to better support our customers, and when you think about it, it's just more fun!

What's holding you back Come and be part of our Amazing Access Family!

Love Work. Love Life. Be You.