BT Contract Associate - Billing in Kuala Lumpur, Malaysia

Group Business Services (GBS) is part of BT Group that delivers diverse range of business services across the whole of BT. Our vision is to create an organization that is fully aligned and integrated with the customer facing units (CFUs).

With a 10,000 people strong workforce, we help drive business growth, enhance profitability, optimize the cost base and provide competitive differentiation. We continue to serve BT’s customers – both external and internal - as efficiently and effectively as possible. Our customers are at the heart of everything we do.

Our aim to make GBS a brilliant place to work, day-to-day and as a long-term career. Our talent strategy develops our teams and helps us all to further our career aspirations and options across BT.

Kuala Lumpur, Malaysia

BT has been operating in Malaysia for around 20 years. Our hub in Kuala Lumpur launched in 2013 and is home to our colleagues working for the GBS organization. The hub has 180 people supporting Asia Pacific contracts, which include language capabilities like Mandarin, Cantonese, Japanese and more. Services offered here include Customer Service Request Management (from request handling to quoting, ordering and delivery tracking) and Commercial Operations (Inventory Management, Revenue Assurance, Billing, Contract Management).

GBS Kuala Lumpur was awarded Multimedia Super Corridor status by the government of Malaysia through the Multimedia Development Corporation. This recognition is awarded to information communications technology-enabled companies that use multimedia technology to enhance and improve their products and services.

Purpose of Role

The role holder is principally responsible for managing AMEA Region Billing. An biller will be responsible for managing GBS customers’ requests, including billing. The role holder will act as point of collection, SSC team, finance and account manager and contract manager team.

Billing team is typically responsible issuing invoice and credit note to AMEA Region end customer for both managed or unmanged contract.

The role holder is responsible to generate all the invoice and credit note in a timely manner, as per the defined SLAs, and ensuring the unbilled revenue and missed billing as per the KPI.

Billing team must have a wide knowledge about BT Product Portfolio, how to bill the priceline as per the local in country requirement. They must be able to categorize incoming requests as per their complexity level. Billing Team must keep proper track of their request in BT Internal tracking tool, they must provide daily, weekly, monthly updates to their stakeholders about billing status in the L2C process.

Key Responsibilities

  • To manage existing GBS both internal customers’ request for billing and unmanaged billing account in AMEA Region.

  • Receive and log incoming billing request.

  • Validate the customer requested as per clean request check.

  • Raise invoice and crednit note request in appropriate BT or 3 rd party billing tools

  • Create Bid from, draft invoice and follow up on the invoice approval status.

  • Manage and monitor the unbilled revenue and missed billing as per the KPI.

  • Keep agreed SLAs

  • To manage existing GBS internal and external customers’ billing related query or dispute.

  • Receive billing related query or dispute request.

  • Analyses the RCA of the request and provide the solution or direct the request to respective team.

  • Log the issue in BT Internal tracking tool.

  • Follow up and manage the query or dispute till it resolved

  • Act as a point of contact for Account, Contract, collection, SSC team, finance, revenue assurance, TSO, ASG team for all billing related issue.

Business Impact

  • Crucial role as direct impact on BT GS’s revenue and cash position.

  • Major impact on the success of lead to cash process.

  • Key role in building up a trustworthy relationship with internal customers


  • Typically Bachelor of Business Administration, Economics, or equivalent


  • 2 year experience in relevant L2C operations

  • Experience in Customer Service Management is an advantage

  • Fluent English is a must, another AMEA language is an advantage unless it is specified as a must

  • Good knowledge of MS Office Applications

  • High level of accuracy

  • Good commercial and financial sense

  • Excellent problem solving skills

  • Team player

Job: Customer Service and Contact Centres

Title: Contract Associate - Billing

Location: South East Asia-Malaysia-Kuala Lumpur-Kuala Lumpur

Requisition ID: 93551