Job description

Company culture :

HCLTech operates within a predominantly competitive and performance-driven culture, where ambition, challenge, and the achievement of measurable goals are central to success. The company promotes self-improvement, competitiveness, and a strong customer focus, with a clear emphasis on results and market positioning. This performance-driven environment is strongly supported by a robust innovation dimension, encouraging initiative, experimentation, and agility. It is further complemented by a collaborative culture focused on people development and teamwork, while structured processes play a more secondary role.

Join our team in Rabat! As a member of the Order to Cash team at our IT Information Technology company, you will play a crucial role in ensuring the smooth processing of orders and cash transactions. Your attention to detail and commitment to accuracy will directly impact our operations and customer satisfaction.

Job purpose

As member of Order to Cash department, the position holder will actively participate in Account receivables activities aiming to ensure efficient and effective process of:

• Contract set up reflecting the correct and agreed contract attributes
• Proper customer identification
• Accurate billing activity
• Dispute management and Customer care

The position holder main tasks & activities will be in the area of Customer care, as Order-to-cash processes are very interdependent, proper and accurate actions and follow ups will have an impact in all the above-mentioned areas.

General requirements

• Follow closely managers work guidance, assignments & priorities set for the position holder and/or for the entire team
• Attend meetings and discussions organized by team leader and/or OTC management
• Participate in training organized or assigned by Team Leaders and OTC managers - attend the training sessions in person or in a virtual environment, actively participate in it, submit feedback as appropriate and successfully pass all assessments organized after the training sessions.
• Deliver trainings to:

1. New team members to explain and demonstrate the daily activities performed by the position holder
2. Ongoing training sessions aiming best practice sharing and process gaps filling

• Create and update process documentation on the processes, activities and tasks performed by the position holder, proactively or upon management assignment and in line with the internal process documents creation policy and practices
• Ensure proper backup coverage for other team members in case of absence or holidays. In order to secure business continuance, the Team leader and/or manager should ensure in advance training on activities that are not part of the position holder responsibilities
• Work on own initiative, autonomously and without constant supervision
• Respect working schedules organized and communicated by management team
• Provide audit evidence for quality, control and compliance purposes
• Escalate in a timely manner all operational, administrative, organizational or other issues to Team leader and manager.
• Proficiency in French and good command English. Proper language usage in internal and external communication, in local language, English or the working language(s) required for the position. Independent work to improve language skills where needed and upon justified feedback provided.
• Computer literacy in MS office and customized ERP system. Ability to ensure link and follow up in multi-tools & system environment. Autonomous focus is required in case of gaps in the tools & systems knowledge
• Ensure compliance to all business controls, quality, security and organizational policies properly communicated by the employer.
• Contribute in process optimization/improvement initiatives
• Comply to Company and Client behavior and ethics guidelines as per internal policies, communications and trainings delivered
• Demonstrate resilience under pressure and ability to quickly adapt to unforeseen work demands
• Analytical skills and focus on the details.
• Excellent numerical skills
• Proactive approach towards internal communication - requirement
• Collaborate with colleagues within the team on complex cases, support other team members in case of urgent matters or backlog situations

Role specific requirement :

• Query management
• Manage the resolution of Partner/ Customer queries received in mailbox, Query Management System, CVG within corporate guidelines and procedures.
• Demonstrate the ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner/ Customer satisfaction, but also make Partners/Customers feel valued
• Maintain full coverage of the assigned SRs using various communication methods (mailbox, query management system, outbound/inbound calls)
• Permanent account management, analysis on received requests and strategy application to ensure all requests are handled as per their importance, priority and SLA.
• Ensure track of received requests in the systems where applicable
• Ensure proper follow up of the requests till resolution of the issue
• Ensure all approvals as per the established Approval matrix are gathered before cancellation of a billing item in the ERP systems.
• Ensure all contract changes/ meter readings update are properly documented and executed in the ERP systems as per the established processes.
• Ensure a feedback is provided to Partner/ Customer about all received requests
• If applicable initiate refund requests upon customer's request or after dispute resolution, as per the established process and internal controls
• Perform all ad hoc query activities on accurate and timely manner
• Ensure Partner compliance with Portal functionality where available

Success criteria for the role

• Timely tasks/activity completion
• High Quality ensured in the performed activities and tasks assessed as part of quality checks performed by the management team
• Consistent achievement of Team and/or individual operational targets communicated by management team. Properly documented gap analysis in case of misses.
• Self-motivated and willing to learn new skills
• Ability to work on own initiative
• Ability to react professionally in disputed or heated situations providing solutions that not only meet with Partner/ Customer satisfaction, but also make Partners/Customers feel valued
• Strong organisational skills
• Collaborate and communicate effectively with all levels and departments involved in the proces