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 Process Analyst plays a key role within the Enterprise Billing Enquiries & Disputes team, responsible for resolving billing enquiries and disputes for Enterprise & Business customers.

This role requires strong ownership in managing end-to-end billing investigations, ensuring timely and accurate resolution of customer issues while maintaining a high standard of communication. You will work closely with cross-functional stakeholders to resolve complex billing cases, perform root cause analysis, and support improvements to prevent recurring issues. 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 billing enquiries and disputes end-to-end within SLA timelines
• Drive issue resolution – Investigate complex billing issues, identify root causes, and implement corrective actions
• Ensure accurate adjustments – Validate and verify billing adjustments, including contractual and non-contractual credits
• Manage stakeholder communication – Provide clear, timely updates and articulate resolution outcomes to internal and external stakeholders
• Coordinate across teams – Work with Sales, Finance, Legal, Product, Credit Management, and Service Desk teams to resolve cases
• Maintain documentation – Ensure all investigations, supporting documents, and approvals are properly recorded
• Support decision-making – Determine appropriate corrective actions for complex billing issues
• Improve customer experience – Deliver timely, high-quality resolutions to enhance customer satisfaction
• Drive process improvement – Identify recurring issues and provide feedback to improve billing processes and reduce rework
• Educate stakeholders – Guide internal teams on billing processes and policies to minimise future disputes

Skills for Success

• Degree in Business, Finance, Accounting, or a related discipline
• 5 years relevant experience in OB billing system, billing operations, billing enquiries, dispute resolution, or customer support environments
• Strong understanding of billing processes, systems, and customer lifecycle
• Experience managing billing disputes and customer escalations is an advantage
• Strong analytical and problem-solving skills with high attention to detail
• Ability to interpret billing data, contracts, and pricing structures
• Excellent written and verbal communication skills with the ability to explain complex issues clearly
• Strong stakeholder management and coordination skills across multiple teams
• Ability to manage multiple priorities and meet SLA timelines in a fast-paced environment
• Experience using billing systems and reporting tools; basic SQL knowledge is an advantage
• Proficiency in Microsoft Excel and MS Office applications
• A proactive, accountable, and customer-focused mindset