We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow. Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them. What does Access offer you? We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career. On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you. About you: In this role, you will report to the APAC Credit Controller and Customer Experience Manager. You will manage customer finance-related queries, ensuring prompt and professional responses via multiple channels, and maintain high standards of customer care. Your responsibilities include monitoring and resolving queries through Salesforce, promoting self-service options, and adhering to SLAs and KPIs. You will also need to communicate effectively across functions, manage escalations, perform root cause analysis, support AR collection, and drive process improvements to enhance efficiency and customer experience. Day-to-day, you will: Customer Finance Related Query Management: • 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 • To provide professional and qualitative customer care standard in line with set Access Group standards • Manage and monitor all customer incoming queries via Salesforce management system, ensure timely and accurate resolution for all finance related customer queries in accordance to Access Group standards • To promptly and accurately log queries in the ERP system • Actively promote self-service functionalities and ensure customer queries are addressed structurally to prevent recurrence within the agreed SLA & KPI set. • Ensure adherence to SLAs and KPIs for all Salesforce cases. • Analyze Salesforce data to identify trends and areas for improvement. Cross-Functional Liaison: • Ensure effective communication and collaboration within the credit controller team and 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 the Credit Control Team. • Support the resolution of the most complex billing-related queries and engage in customer interactions. Root Cause Analysis and Dispute Resolution: • 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 assist in resolving disputed amounts with the Sales Team/Service Delivery team to ensure aged debt position >90days is <20% for APAC • On request, support the lead or supervisor on minor operational and/or reporting tasks. Efficiency and Continuous Improvement: • Drive process improvements to enhance efficiency and effectiveness in managing disputes and customer queries. • Identify opportunities for improving customer experience and implement solutions. Your skills and experiences might also include: • Degree holder or equivalent 2-3 years 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 are we all about? The Access Group is one of the largest UK-headquartered providers of business management software to small and mid-sized organisations in the UK, Ireland, USA and Asia Pacific. It helps more than 100,000 customers across commercial and non-profit sectors become more productive and efficient. Our products and solutions go beyond providing technology, we connect the right people with the right data, at the right time, through Access Workspace. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.   Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.  Love Work. Love Life. Be You.