Company Description
LinkedIn is the world’s largest professional network, built to create economic opportunity for every member of the global workforce. Our products help people make powerful connections, discover exciting opportunities, build necessary skills, and gain valuable insights every day. We’re also committed to providing transformational opportunities for our own employees by investing in their growth. We aspire to create a culture that’s built on trust, care, inclusion, and fun – where everyone can succeed.
Join us to transform the way the world works.
Job Description
At LinkedIn, we trust each other to do our best work where it works best for us and our teams. This role offers a hybrid work option, meaning you can both work from home and commute to a LinkedIn office, depending on what’s best for you and when it is important for your team to be together.
Passionate about delivering an awesome customer experience? Want to be a part of one of a company that strives to align your passions and purpose with our mission?
We are looking for an enthusiastic and team-oriented Billing Support Analyst to join the APAC Billing Support team in Singapore. You will be engaging with a talented and fast-moving group of sales representatives and other internal stakeholders daily in support of the order-to-cash cycle for all of our business lines. Beyond effectively resolving and escalating issues, you will also be the face of LinkedIn to our customers and are entrusted to delight them and add value through your interactions.
Responsibilities:
- Provide exceptional billing and invoicing support to LinkedIn customers and internal requesters leveraging email, chat support and occasionally, virtual calls.
- Work within a queue-support model, prioritizing and resolving time-sensitive issues with a high degree of precision and accountability.
- Ensure deliverables are met as per defined KPI performance targets such as case productivity, time in queue, customer satisfaction scores and quality of customer experience.
- Process amendments on customer accounts, contracts and invoices in a timely and accurate manner, in compliance with internal processes.
- Handle complex and urgent issues timely and sensitively, escalating issues with urgency as needed and collaborating with management to drive to resolution.
- Drive and coordinate issue resolution working with cross-functional partners such as accounts receivables, account management teams, tax, legal and other internal stakeholders in APAC and globally.
- Collaborate with global Billing Support teams across different regions and time zones to resolve cases effectively.
- Partner with international counterparts, ensuring alignment and efficiency of global processes.
- Demonstrate strong analytical, problem-solving and communication skills.
- Perform additional duties as required
Qualifications
Basic Qualifications:
- 2+ years of customer support experience dealing with B2B account management
- Business fluency in English and at least one of the following languages: Japanese, Mandarin, or Korean
Preferred Qualifications:
- Experience in billing support or order management in a B2B environment
- Experience with Oracle and Salesforce / Microsoft Dynamics
- Experience working in technology companies and SaaS
- Intermediate knowledge of MS Office (Outlook, Word, PowerPoint and Excel)
Suggested Skills:
- Customer Service
- Order Management
- Investigation
- Communication
- Time management
