JOB SUMMARY
The incumbent will ensure first contact resolution. Increase cash flow and provide proactive/reactive customer support across multiple touch-points for existing and prospective customers. To assist primarily with the collection of the Company’s receivables for all billed services.

The incumbent provides effective and efficient query resolution, retention, renewal, and porting activity, contributing to positive market perception and churn mitigation. In this manner, the Customer Solutions Architect will resolve customers’ issues for optimal customer satisfaction. CSSA’s activity will cover mobile, residential and commercial support for retention, telemarketing, telesales and queries of all our products and services.

The incumbent also determines customers' creditworthiness and set appropriate credit limits in consultation with the manager/ supervisor. Resolve any billing and payment issues by effective administration, thereby minimising the company’s exposure to bad debt. Minimise the company’s exposure to fraud and bad debt in consultation with the manager/supervisor. Responsible for Bad Debt Administration, inclusive of Write-Off approvals.

KEY FUNCTIONS
 Service Support Excellence:

• Provide excellent customer service by processing, addressing and resolving all billing and payment concerns by effective administration, thereby minimising the company’s exposure to bad debt and customer churn.
• Demonstrate exceptional telephone etiquette. Communicates on calls professionally and courteously demonstrating compassion, understanding and patience. Actively listens and responds to customer concerns.
• Resolution of all [mobile, residential, small business] billing issues, Return/Refund Cheques, Payment Arrangements.
• Answer customer/vendor requests or inquiries concerning features, products, services, billing, equipment, and queries accurately and resolve or complete the same to achieve First Call Resolution. Reports or escalates any discrepancies to the relevant supervisor for appropriate action to minimise all instances of revenue leakage.
• Outbound and Inbound Contact Center Support:
• Daily support of all inbound and outbound interactions: phone call, web chat and electronic mail in accordance with assigned Service Level, AHT, Shrinkage, Adherence, Utilisation and Occupancy KPIs.

Collection Activity:

• Negotiate the Collections of the Company’s receivables for all Mobile, Residential and Commercial services to increase cash flow and minimise the company’s exposure to bad debt by:
• Ensure timely resolution of customer billing and payment queries, raise adjustments on Redknee and Ericsson within approved limits and provide feedback; prepare customer response via (letters, SMS, email, IVR, phone call), review aged debt reports.
• Liaise with IT, Revenue and External Payment agents to resolve all billing and payment issues.
•  Initiate Treatment Calls to Un-Managed customers in default to ensure payments.
• Work with IT to perform User Acceptance Testing (UAT) for Redknee and Ericsson
• Payment Arrangement Activity:
• Responsible for making payment arrangements with customers, updating databases, and acting upon missed payment instalments.
• Responsible for updating customer accounts, issuing reminders, treatment calls, suspending accounts where required and re-activate same when the customer makes payments.

Customer Follow Up:

• Accurately identify concerns to complete, close or escalate customer issues/complaints to appropriate departments. All inquiries, queries, discounts and rebates are input and follow-up within timeframes as set by the department and within departmental quality standards.
• Complete the required transactional tasks via traditional or digital channels utilising a multi-skilled approach to determine customers’ needs related to sales opportunities, service, enquiries and queries.
• Provide each customer with feedback via traditional and digital methods.
• Actively provide information that will continuously improve customer service processes, focused on improved customer journeys and experiences.
• Complete and progresses customer service requests for all types of services using multiple billing systems for installation/activation/relocation of service and schedules customer appointments where applicable.
• Activate all customer services using multiple activation platforms and provide support to field technicians to activate customer service.
• Complete Three-Point Closure process and other Closed Loop activity as directed.
• Relay accurate information internally and externally of departmental quality standards according to the Contact Centre Policy. Identifies problems accurately and works with all parties to identify issues at hand and identifies problems accurately while working with all.
• Apply strategic customer retention engagement and appropriate tools to meet established targets, to address all customer fallouts to improve brand loyalty.

Port Management:

• Monitor and appropriately use and understand all porting system applications and systems required to progress customer requests to fulfilment.
• Advise Manager / Supervisor on porting failures and recommend solutions by reviewing porting request errors and troubleshooting system errors.
• Provide external operators on the current status of porting requests; also includes calculations regarding the number of days the requested telephone number was in a quarantine state.
• Monitor de-activated accounts for completed ports and return the telephone number to the original operator.
• Monitor and validate the removal of the telephone number from the number portability database by the Information Technology Department.

Dunning Maintenance Activities:

• Ensure Dunning Maintenance activities are conducted, including reviewing PTP report, Account MSISDN Change State report, populating Account SMS field, reviewing high usage roaming, and aligning customer Credit Limit on computerised systems.
• Validate that reconnection is done within established timeframes.
• Review treatment of subscribers Missing/Unapplied/Unmatched Payment Queries.

Write off Process:

• Reconcile accounts identified on the aged reports targeted for referral to Collectors and monitor on payments/ activities on DMS.

Account Activity Monitoring:

• Monitor customer accounts, issue reminders, treatment calls, suspend accounts where required and re-activate the same when a customer makes payments.

Return Cheque Activity:

• Address customer Return Cheque, prepare customer letters and update account state on a computerised system.

Management of Employee Telephone Benefit:

• Responsible for application of employee telephone credits on mobile and fixed-line as per Human Resources and employee requests.

Customer Refund Cheque activities:

• Responsible for review of account to validate the credit balance; Customer account is debited, and the customer contacted via SMS notifications.
• To perform Bad Debt Administration by timely treatment of queries submitted by the Collectors for accounts referred on the DMS.
• To prepare reports and the timely submission of daily tallies.
• To perform administrative duties by ensuring that: Department/section standards are maintained; Adherence to the company’s HR and IR Policies and procedures, and established lunch and break schedules.
• To establish and maintain a proper filing system to ensure that all records/files are kept and are easily accessible.

EDUCATION/EXPERIENCE:

• At least five (5) Ordinary Level passes, General Proficiency inclusive of Mathematics and English.
• Proficiency in Microsoft Office Suite.
• Familiarity with applications used for Number Portability (Porting XS) and other related computer applications (e.g. Redknee, etc.)
• A minimum of 1 year experience in a customer-related environment will be an asset.
• A Certificate level qualification in an area of Customer Service or equivalent would be an asset.

NOTE: Any relevant combination of qualifications and experience at an appropriate level to competently perform required duties will be considered.

FUNCTIONAL COMPETENCIES:

Focus Customer Needs: Committed to providing quality customer service by delivering solutions with the customer experience in mind. Understand the needs of the customer and how to correctly process them using the various operating systems/tools that the company provides.
Telephone etiquette- prompt and courteous treatment of customers via this medium.

CORE AND LEADERSHIP COMPETENCIES:

Organisational Awareness: Contributes to the organisation by understanding and aligning actions with the organisation's goals, core functions, needs, and values. Contributes to the organisation by actively demonstrating the alignment of activities with the organisation strategies, key initiatives, core functions, needs, and values and supporting others to do the same.
Customer Focus: Prioritises and takes action on the needs of both internal and external customers. Designs and delivers products and services with the customer experience top of mind.

Planning and Results Orientation: Invests time in upfront planning to achieve organisational goals and objectives while meeting quality standards, following the appropriate processes, and continuously assessing results.

Creativity and Innovation: Thinks beyond the confines of traditional models to recognise opportunities and find new and better ways of doing things to be and remain an agile broadband provider. Encourages experimentation and accepts failure as a driver of innovation.

Communication: Effectively and appropriately interacts with others to build relationships, influence others, and facilitate sharing ideas and information. Uses tact and diplomacy to navigate demanding situations. Relays key messages by creating a compelling story targeted to specific audiences.


Deadline date for applications: Wednesday 4th November  2026