Investigate and resolve complex customer billing enquiries and disputes by analysing invoices, contracts, pricing, account information and billing data. Communicate outcomes to customers and stakeholders, collaborate across teams, identify recurring issues, and improve billing processes, reporting and operational efficiency through automation and AI-enabled technology.
The Opportunity:
Join our Finance team as a Billing Consultant, where you’ll play a key role in resolving complex customer billing enquiries and disputes while delivering a high standard of customer service.
You’ll investigate billing issues from end to end — analysing invoices, contracts, pricing, account information and billing data to understand what has happened, determine the right outcome and communicate it clearly to customers and internal stakeholders.
Working closely with Credit, Account Management, Service Delivery, Sales, suppliers and carriers, you’ll help resolve complex billing matters while identifying the root causes behind recurring issues and finding ways to prevent them happening again.
This is a hands-on role for someone who enjoys solving problems, working with data and getting to the bottom of complex issues. You’ll also have the opportunity to improve processes, reporting and ways of working, including leveraging AI and modern technology to make billing resolution smarter and more efficient.
Based in our Sydney office, you’ll work across Macquarie Technology Group’s business and government customer base in a role where your work has a direct impact on customer experience and our NPS.
About You:
- You’re an analytical problem solver who enjoys investigating issues and finding practical solutions.
- You have experience in billing, customer resolutions, revenue analysis or a similar role, ideally within telecommunications or technology.
- You’re highly detail-oriented and comfortable working through complex invoices, contracts, pricing and account information.
- You have a strong customer focus and take ownership of issues from initial enquiry through to resolution.
- You’re confident communicating with customers and stakeholders, including explaining complex billing matters in a clear and straightforward way.
- You’re commercially minded and able to understand how billing issues impact customers and the wider business.
- You naturally look for ways to improve processes, eliminate recurring issues and make things more efficient.
- You’re comfortable working across multiple teams and building strong relationships to get things resolved.
- You’re proactive, organised and able to manage competing priorities while meeting deadlines.
Required Skills:
- Experience in a billing, customer resolutions, revenue analysis or similar environment.
- Strong analytical skills, with the ability to interrogate data and translate findings into meaningful business outcomes.
- Strong understanding of billing, invoicing and account management concepts.
- Excellent Microsoft Excel and Microsoft Office skills, with experience across tools such as Power BI, Teams and Copilot.
- Experience with ServiceNow or a similar ticket management system.
- Ability to interpret contracts, business rules and pricing structures.
- Strong written, verbal and presentation skills.
- Experience working with telecommunications products, services and billing processes is highly desirable.
- Knowledge of billing processes such as data staging, mediation, rating and billing is advantageous.
- An interest in AI, automation and emerging technology and how it can improve billing and operational processes.
- Strong process improvement mindset, with experience in process mapping, reporting or operational excellence desirable.
- A relevant finance degree or equivalent industry experience.
If you’re someone who loves solving problems, gets satisfaction from finding the answer and wants to make a real difference to the customer experience, we’d love to hear from you.
Macquarie Technology Group Sydney, New South Wales, AUS Office
2 Market St, Sydney, New South Wales, Australia, 2000
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