Entreprise :
HCLTech is a global technology company, home to more than 223 000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending March 2025 totaled $13.8B. To learn how we can supercharge progress for you, visit hcltech.com.
We have been recognized as a Global Top Employer by the Top Employers Institute for the second time in a row for outstanding HR policies and best practices worldwide. We have also been certified as a Top Employer in 26 countries across three regions, Asia Pacific, Europe & Africa and North America.
These accolades re-affirm our commitment to our people by helping them maximize their potential and building an inclusive and progressive workplace that help our employees find their spark. To learn how we can supercharge progress for you, visit hcltech.com/careers.
HCLTech 's Global Delivery center in Morocco was launched in 2022, currently developing our tech presence in Sala Al Jadida (Technopolis Rabat Shore).
HCLTech received "Feel Good" 2024 label at the 2024 Employer Brand ceremony for having a transparent communication around their corporate culture.
Poste :
Please check the JD below:-
1. Query management
- Manage the resolution of Partner/ Customer queries received in mailbox, Query Management System, CVG within corporate guidelines and procedures.
- Demonstrate the ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner/ Customer satisfaction, but also make Partners/Customers feel valued
- Maintain full coverage of the assigned portfolio using various communication methods (mailbox, query management system, CVG, outbound/inbound calls)
- Permanent account management, analysis on received requests and strategy application to ensure all requests are handled as per their importance, priority and SLA.
- Ensure track of received requests in the systems where applicable
- Ensure proper follow up of the requests till resolution of the issue
- Ensure all approvals as per the established Approval matrix are gathered before cancellation of a billing item in the ERP systems.
- Ensure all contract changes/ meter readings update are properly documented and executed in the ERP systems as per the established processes.
- Ensure a feedback is provided to Partner/ Customer about all received requests.
- If applicable initiate refund requests upon customer’s request or after dispute resolution, as per the established process and internal controls
- Provide support to cash collectors for the reconciliation of aged debt (ex. rejected queries, high value invoices)
- Perform all billing related activities accurately as per the established processes
- Perform all ad hoc query activities on accurate and timely manner
- Ensure Partner compliance with Portal functionality where available
2. Cash collection
- Secure complete customer account management, in depth analysis of unpaid debt and strategy application to ensure all ledgers are kept clean, accurate and reconciled (apply corrective measures if necessary)
- Ensure full coverage of the assigned portfolio through collection of all accounts using various collections methods and communication channels. Position holder needs to prioritize direct customer communication via outbound/inbound calls.
- Properly document all performed actions as per agreed process and archive evidence in the ERPs and tools used within the team
- Following deployed collection guidance and strategy, ensure proper follow up and prioritization of all accounts and customer requests
- Ensure all collection strategy steps are completed on accurate and timely manner
- Based on collection strategy and/or customer specifics ensure dunning process is applied on time by sending the appropriate dunning letters to customer and where needed pre legal process to be initiated by collecting/preparing all required support documentation.
- Ensure all payment plan requests are approved as per process, properly documented, tracked in the systems and followed up
- Monitor credit item levels and ensure timely matching and proper actions are in place to maintain levels of unmatched cash in line with the SLAs. Communicate actively with customers on their credit balance items
- Provide accurate forecast on account level, considering regular follow up and update. Inform TL in case of important deviation vs initial forecast
- Perform GAP Analysis on the Final debt position, providing root cause analysis on the various GAPs to Collectable pool and initial OL
- Perform WO analysis and initiate WO requests, following the established process and internal controls
- Refunds – Initiate refund requests, as per the established process and internal controls, coordinate the refund with Financial Team, if need.
- Perform account analysis and payment behaviour analysis, following requests from Risk team, related to annual risk assessment of the account.
- Monitor orders for new contracts and consumables, identify the root cause of the credit failure and follow the established process.
- Use the available collection tools as leverage to maximise collection.
3. Billing
- Gather MR information (via email, phone calls, system and system reports, web portals)
- Maintain MR records: upload, manual entry, change and analysis
- Process various reports and take necessary actions
- Daily actions on meter reading errors, contract errors, Partner Portal errors and any other issues which are causing unbilled or wrongly billed items
- Prepare and update customer billing excel sheets
- Perform invoice processing in accordance with Xerox defined schedules. Monitor billing runs, ensure completeness of the process through printing and invoice deliver where applicable
- Ensure billing correction/adjustments of variable data to produce correct and complete billing
- Provide the management team with timely and accurate reporting regarding performance metrics and actionable management information
- Create excel sheets or attachments, which include information that supports the invoice
- Maintain group/pool invoicing
- In relation to annual true up/down process, check the applicable contract and issue appropriate true up/down invoices
- Ensure unbilled items are issued in a timely manner so that business targets on billing completeness, quality and timeliness are achieved
- Monitoring of billing holds
- Maintain and validate price increase data
- Raise credit notes and rebill invoices
- Register customer for electronic invoicing
- Identify system issues and create tickets for resolution or for information requests
- Handle any queries from customers and internal parties within team's scope
- Support activities for collections, order management and accounting as per the local market requirements and procedures
4. Backoffice
- Manage the resolution of Partner/ Customer queries received in mailbox, Query Management System, within corporate guidelines and procedures.-
- Usage of various communication methods (mailbox, fax, query management system, outbound/inbound calls) to provide solution to partner/customer.
- Analysis on received requests and apply strategy to ensure all requests are handled as per their importance, priority and/or SLA .
- Ensure all contract changes are properly documented and executed in the ERP systems.
- Perform all billing related activities accurately following the internal procedures.
- Create and update customer data in ESAP system as per the establish process.
- Register warranties for Xerox products as per the establish process.
- Create serial numbers in ESAP system as per the establish process.
- Assign billable call to send engineer on site as per the establish process.
- Perform any ad hoc activities on accurate and timely manner.
- Ensure track of received requests in the systems where applicable.
- Demonstrate the ability to react professionally in disputed or heated situations
- Provide solutions that not only meet with Partner/ Customer satisfaction, but also make Partners/Customers feel valued.
- Ensure proper follow up of the requests till resolution of the issue.
- Ensure a feedback is provided to Partner/ Customer/Colleagues about all received requests.
- Ensure Partner compliance with Portal functionality where available.
5. Cash and Query
- Timely distribution of received requests through various channels
- Keep track of all received requests in the respective system, ensure classification as per internal requirements and follow up to closure
- Analysis of received emails and prioritization to ensure all requests are handled as per their importance and SLA impact
- Manage the resolution of Partner/ Customer requests received via email within corporate guidelines and procedures
- Handle autonomously customer queries as per internal guidance, reason codes and business needs received through various channels (mail, query system, internal sources, phones, etc)
- Ensure feedback is provided to Partner/ Customer about all received requests
- Escalate in a timely and professional manner all issues that prevent the completion of tasks and achievement of SLAs
- Ensure compliance with work instructions and corporate guidelines encompassing in particular ethical and financial rules
- Provide analysis on most common query reasons and suggestions to address and reduce their frequency and impacts
- Prepare report on customer requests as per business needs
- Take part when necessary in customer satisfaction surveys
Profil recherché :
The candidate should be able to communicate clearly in Engish and French.
Timely tasks/activity completion
High Quality ensured in the performed activities and tasks assessed as part of quality checks performed by the management team
Consistent achievement of Team and/or individual operational targets communicated by management team. Properly documented gap analysis in case of misses.
Self-motivated and willing to learn new skills
Ability to work on own initiative
Ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner/ Customer satisfaction, but also make Partners/Customers feel valued