Customer Advocate - Billing and Payments

About Watercare

Watercare Services Limited is committed to sustaining healthy water systems for the land and people of Auckland. With plans to invest $14 billion over the next decade, averaging $3.8 million daily, Watercare is actively ensuring a climate-resilient future for the city’s growing communities.

Role Overview

We are seeking a detail-focused and customer-centric Customer Advocate specializing in Billing and Payments to join our Newmarket Customer team. This role involves managing billing and payment processes, delivering accurate billing information, resolving customer issues, and providing expert assistance to frontline teams in partnership with internal departments and external partners.

Key Duties

• Assist in processing customer payments and reconciling suspense accounts efficiently.
• Maintain accurate and up-to-date billing and customer account data.
• Review billing cycles, exception reports, and validate invoice proofs.
• Address payment, billing, and system-related queries and concerns.
• Offer specialist advice and support to frontline customer service teams.
• Educate customers on billing procedures and account management protocols.
• Engage in continuous improvement projects and contribute to system training efforts.
• Collaborate with teams to deliver exceptional customer service and outcomes.

Candidate Profile

• Minimum of three years experience working in a high-volume, multi-channel contact center environment.
• Background in Accounts Receivable, revenue management, billing operations, or a related financial function.
• Familiarity with billing systems, CRM platforms, contact center telephony, and Microsoft Office applications.
• Strong verbal and written communication capabilities.
• Meticulous attention to detail paired with effective problem-solving skills.
• Customer-oriented with a commitment to achieving positive results.
• Ability to manage multiple priorities, meet deadlines, and work effectively under pressure.
• Team-oriented with a readiness to embrace change and contribute to continuous improvement.

Benefits

• Competitive remuneration package.
• Comprehensive training and professional development opportunities.
• Life and income protection insurance plans.
• Generous parental leave entitlements.
• Employee discounts across various major retailers.