Customer Service Specialist, VoIP / Telecommunication
Manila Recruitment
VoIP
Job Level
Mid-LevelSenior
Tech Stack
VoIP
About the role
- Lead and manage the monthly bill run for 1,500+ VoIP and connectivity customers.
- Ensure accuracy and compliance, including reconciliation of CDR/SDR telecom files.
- Use your expertise in Abillity (or similar) billing platforms to keep operations smooth.
- Work with customers (all from UK) to resolve billing queries over phone and email.
- Forecast revenues, produce reports, and provide commercial insight to management.
- Collaborate closely with Finance (Xero) and Operations teams.
- Oversee and support offshore billing/admin staff (probably around 3 team members).
- Drive continuous improvements to processes and systems.
Requirements
- 5–10 years’ experience in telecoms/VoIP billing, currently managing a large bill run.
- 2-3 years’ experience as a Billing Manager/Supervisor.
- Excellent understanding of SDR/CDR telecom files.
- Confident handling customer queries by phone and email.
- Advanced Excel/data skills.
- Experience managing offshore/remote teams.
- You’re detail-oriented, highly numerate, and commercially savvy.
- You’re comfortable rolling up your sleeves in a small team and thrive on improving processes.
- You’re ambitious, proactive, and motivated by the opportunity to grow as the business scales.
- Knowledge of HubSpot CRM (advantageous).
- Strong knowledge of VoIP billing systems (ideally Abillity) (advantageous).
- Hands-on experience with Xero and UK commercial banking (advantageous).
- Familiarity with GoCardless or other payment platforms (advantageous).
- Experience working in a fast-growth SME environment (advantageous).
