Job Description

Be a part of something BIG!

Say HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)!

Singtel is Asia's leading communications technology group, our presence spans across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services Centre.

The Billing Analyst is responsible to ensure timely and accurate resolution of all customer billing-related enquiries and disputes. This role is required to take ownership of complex billing investigations, coordinate activities across multiple teams, and ensure our customers receive timely responses and clear updates throughout the resolution process. Employees will be required to work according to the operational hours of the overseas operations they support.

Make an Impact by

• Resolve billing disputes – Manage enquiries and disputes end-to-end within SLA
• Verify adjustments – Review and validate billing adjustments to ensure correctness.
• Analyze root causes – Identify billing process failures and provide feedback to prevent future issues
• Manage high-value adjustments – Complete memos for adjustments and obtain approvals when required
• Coordinate across teams – Work with many teams to successfully close requests
• Communicate effectively – Present facts to justify corrective actions, adjustments, and account changes to customers and stakeholders. Understand urgency and escalate where required
• Drive process improvements – Identify opportunities to enhance billing accuracy and customer experience
• Educate stakeholders – Train internal customers on processes and policies to reduce complex enquiries and escalations
• Make informed decisions – Determine appropriate corrective actions for complex billing issues

Skills for Success

• Bachelor’s Degree in Business, Commerce, or a professional accounting qualification
• 5–8 years of relevant experience with billing systems and enquiry management within a Finance, Billing, or Customer Service environment; experience in the telecommunications industry is highly advantageous
• Extensive hands-on expertise with Billing Systems and CRMs, particularly Enterprise Billing platforms
• Demonstrated experience in dispute management, including dispute analysis, resolution, negotiation, and effective communication with internal and external stakeholders
• Advanced proficiency in Microsoft Excel (e.g. VLOOKUP, Pivot Tables) with solid working knowledge of MS Office applications
• Excellent analytical, problem-solving, and data interpretation abilities, with a high level of accuracy and attention to detail
• Effective communication and stakeholder management capabilities, with the ability to explain complex billing matters clearly and professionally
• Proven ability to manage time effectively, prioritize tasks, and handle multiple deadlines and issues in a fast‑paced operational environment
• An adaptable and collaborative team player who thrives in changing environments and maintains a proactive, solution‑oriented approach