Job Description

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Established in 2001, RSAWEB is South Africa's fastest growing internet service provider (ISP) with a focus on providing connectivity to home customers, and a wide array of technology solutions to businesses. We are obsessed about ensuring all our customers receive the best possible digital experience and exceptional customer service. Thousands of customers have given RSAWEB a 5-star rating, with an average rating of 4.7 out of 5 on Google - the best-rated ISP in South Africa. We are extremely proud of winning KFM's Best of the Cape Awards: Best ISP in 2021 and 2022 being one of the fastest streaming ISPs on Netflix and a consistently top-rated ISP on MyBroadband. These accolades are not for nothing, as we constantly strive to improve our products, services, and solutions to enhance each customer's experience. Having invested heavily in infrastructure, RSAWEB has built a strong presence in South Africa with Data Centres in Johannesburg and Cape Town.
Our Products and Services:

• Fibre-to-the-Home (FTTH)

• Fibre-to-the-Business (FTTB)oEnterprise connectivity

• Mobile connectivity and data management

• Cloud infrastructure and more!

At RSAWEB, we are passionate about using our creativity, to provide innovative solutions and services, that allow our customers to succeed in all areas of life. We believe that we are in the business of connecting customers and businesses with each other and a world of infinite possibility and opportunity, through technology. Our mission transcends our values through every customer, every interaction, every connection, every day.
Our values:

• We Build Trust and Ownership

• We Honour & Respect People

• We Cultivate Passion & CreativityWe Innovate Feverishly

• We Go the Extra Mile

• We Believe in Humility

• We Communicate Openly & Honestly

• We Make it Fun

• We Teach, Grow & Learn

• We Do More, With Less

Job Summary
The Billing Assurance team plays a critical role in ensuring accurate, timely, and customer-centric billing processes within the organisation. This department is responsible for managing escalated billing disputes, conducting billing audits, validating billing adjustments, and supporting customer inquiries across multiple platforms, including WhatsApp, Live Chat, and support tickets. The team also oversees weekly project closure checks, facilitates payment plan arrangements, and ensures the integrity of billing during service changes or cession requests.
Acting as a key liaison between the customer and internal departments such as Debtors, Sales and Product teams, the Billing Assurance team upholds billing accuracy, customer satisfaction, and revenue assurance through clear communication, process validation, and policy adherence. Team members are expected to maintain up-to-date knowledge of current products, services, and promotions to provide effective support and billing guidance to customers.
Responsibilities

• Weekly project closure checks

• Resolve escalated billing disputes and investigations

• Escalate complex account-related issues (such as account recons) to Debtors Clerks

• Credit requests & payment plan arrangements

• Billing WhatsApp, Live Chat, Tickets and Calls

• Billing Audits and Reconciliations

• Unsuspension's

• FNO Audit Dashboard management.

• Effectively communicate any required back-billing with the affected customer, discuss payment plan, where necessary, and request invoicing to be actioned by Debtors

• Validate transfer of ownership (cession) requests and move service, ensuring billing is correct

• Product Knowledge: Stay up-to-date on current products, promotions, and policies to effectively assist customers

• Any other ad hoc request pertaining to the role

Requirements

• Completed grade 12 or equivalent

• At least 2 years experience in a similar role.

• Strong communication and interpersonal skills

• Ability to convey complex billing information clearly and professionally across various channels (chat, email, phone).

• Attention to detail and high level of accuracy

• Essential for validating billing adjustments, audits, and project closure checks.

• Organisational and time management skills

• Capable of managing multiple tasks, deadlines, and priorities in a fast-paced environment.

• Ability to work independently and collaboratively

• Must be self-driven while contributing effectively to a team-focused environment.

• Problem-solving and analytical skills

• Critical for investigating billing disputes, identifying root causes, and recommending resolutions.

• Customer-centric mindset

• Demonstrated empathy and professionalism when handling sensitive billing issues and escalations.

• Proficiency in using billing or CRM systems

• Experience with ISP-specific platforms is advantageous.

• Basic financial literacy

• Understanding of invoicing, payment terms, and credit/debit processes to communicate with both customers and internal finance teams.

• Adaptability and eagerness to learn

• Willingness to stay updated on evolving products, policies, and system changes.

• Experience in an ISP or telecommunications environment (preferred)

• Familiarity with fibre services, cessions, back-billing, and service changes is a strong plus.

Benefits

• Medical Aid (Discovery)

• Reduced Gap Cover Rates (Turnberry Premier)

• Retirement Annuity Contribution (Allan Gray)

• Medical Insurance (Momentum - Health4Me)

• Discounted Internet Connectivity

• Free Employee Wellness Programme (Lyra)

• Exposure to latest industry technologies and standards

• Lastly, a work environment that rivals the very best!

If you have not heard from us within 2 weeks of submitting your application, please consider your application as unsuccessful.

Skills Required