Key Responsibilities:
- Manage customer enquiries via phone and email, addressing overdue invoices and negotiating payment plans in line with the defined collections process
- Proactively follow up on outstanding balances to ensure timely payments and minimize aged receivables
- Execute advanced collection activities, including issuing service suspension notices, letters of demand, and coordinating handover to third-party debt collectors where required
Billing Support:
- Act as a first point of contact for basic billing enquiries, including invoice copies, payment confirmations, and general account queries
- Resolve simple billing issues independently and escalate more complex matters to the Billing team where required
- Ensure billing-related queries are addressed promptly to avoid delays in payment and collections
Reporting & Insights:
- Prepare and maintain weekly and monthly aged debtor reports, including clear commentary on key risks, trends, and recommended actions
- Provide visibility on expected cash collections to support cash flow forecasting
- Analyze recurring collection and billing issues, and recommend practical process improvements