Billing & Account Services Specialist

Job description

About the role Reporting to the Team Lead (Billing & Account Services), you are the person customers reach about their account — an invoice they don’t recognize, a renewal they want to change, a payment that didn’t go through, an order waiting to be activated. You handle calls, chats and tickets in English and French, and you solve most of it on first contact. This role touches money, trust and account ownership, so accuracy and good judgement matter as much as speed. You are a clear communicator who can explain a charge without making anyone feel foolish, and who knows when a request needs a second set of eyes. What you'll do Respond to incoming calls, chats and tickets in English and French on billing, payments, invoices, renewals and account changes, documenting each intervention carefully. Resolve requests at first contact wherever possible, and escalate to technical support or Finance when they go beyond the front line. Activate new orders promptly, vet new clients, and review flagged orders for fraud risk before provisioning. Handle renewals, upgrades and cancellations with a retention-first mindset, within policy. Verify account ownership carefully, and handle transfers and access requests with the discretion they require. Identify sales opportunities (leads) and log them for follow-up. Identify and report bugs, billing defects and process friction so they get fixed at the source. Contribute to the documentation that helps customers and colleagues self-serve. Qualifications 1–3 years of customer service, billing or contact centre experience. Bilingual: English & French, spoken and written — an excellent communicator in both. Comfort handling money conversations with accuracy and discretion, including the difficult ones. Attention to detail — in this role a small error is someone’s invoice. Sound judgement about when to apply policy and when to raise your hand. Computer-savvy, with a good typing speed. A problem solver who is well organized and manages time well. A self-starter who thrives in a fast-paced, dynamic environment. Perks Be part of a successful team that can make a difference. Work with the latest tools and technologies alongside seasoned veterans in the industry. Full training for new employees + ongoing coaching & training. Dental & medical insurance. Hybrid work model: work from the comfort of your home + come into our Tunis office. Free coffee on us at the office. Social committee outings. At Web Hosting Canada (WHC), we are passionate about helping Canadians succeed online by offering reliable website, domain, and email services tailored to their needs. Our mission extends beyond being a leader in online solutions—we strive to create a workplace that fosters growth, innovation, and connection. If you thrive in a dynamic, caring environment and are excited about shaping Canada's tech landscape, we'd love for you to join our team!