Job Description

About Us

1-grid is a leading web hosting company providing secure, scalable online solutions to SMEs across South Africa. We support businesses in taking their operations online with reliable hosting, domain, and digital services. We are seeking a

Billing & Collections Agent

to ensure accurate billing, timely collections, and exceptional customer service across our hosting product portfolio.

Role Purpose

To deliver professional customer service and resolve billing-related queries across multiple channels (email, phone, SMS). The Billing & Collections Agent ensures accurate and timely billing, effective collections, and thorough customer account management, with specific focus on recurring hosting and domain-related billing processes.

Key Responsibilities

1. Customer Service & Query Resolution

Handle all billing and collections queries across hosting, domains, VPS, SSL, email, and add-on products. Deliver accurate first-time resolutions in line with SLAs. Provide product and billing-related guidance based on full knowledge of hosting services. Resolve escalations and queries impacting service availability.

2. Collections & Account Management

Perform daily follow-ups on overdue, delinquent, and suspended accounts. Manage payment arrangements and advise customers on balances. Allocate payments timeously and accurately across all payment channels. Reconcile customer accounts and maintain accurate records. Action service suspensions, blacklisting, and handovers to external collections partners. Monitor and resolve failed recurring payments (debit orders, card payments, EFT allocations).

3. Hosting & Subscription Billing Accuracy

Ensure accuracy of recurring billing cycles (monthly, quarterly, annually). Process account activations, cancellations, renewals, upgrades/downgrades, and pro-rata adjustments. Validate and correct billing issues including: + Domain renewals, expiries, and redemption timelines + Failed auto-renewals
+ Incorrect product assignments
+ Duplicate or missing invoices
Liaise with technical teams regarding provisioning or billing-related service errors. Ensure compliance with ICANN/registrar rules for domain-related billing. Monitor system-generated invoices and investigate anomalies.

4. Administrative Duties

Update customer billing information and maintain accurate records in all systems. Manage credit and debit notes, refunds, account adjustments, and cancellations. Ensure data accuracy and confidentiality at all times. Liaise with third-party debt collectors when required.

5. Reporting & Continuous Improvement

Track and report on personal performance and billing activities to your manager. Identify trends, root causes, and gaps in billing or collection processes. Recommend and support billing automation and process enhancements. Assist in improving workflows across Billing, Finance, Support, and Technical teams. Maintain and update knowledge-base content as billing rules and processes change. Monitor and report on: + Payment gateway issues + Domain renewal or payment failures
+ High-volume billing query drivers
+ Subscription anomalies

Key Competencies

Excellent verbal and written communication skills Strong negotiation and conflict resolution abilities Analytical, detail-oriented, and accurate Organised, proactive, and deadline-driven Customer-first mindset: polite, patient, consistent, and professional Strong administrative and time-management skills Able to explain billing concepts to non-technical customers Resilient and able to work under pressure

Technical & Industry Skills (Advantageous)

Understanding of hosting environments, domain lifecycles, DNS, and provisioning processes Experience with hosting control panels (cPanel, WHMCS, Plesk) Familiarity with ticketing systems, CRM tools, and automated billing systems Understanding of payment gateways and recurring billing models Ability to identify fraudulent or suspicious account/payment activity

Values Alignment

The Billing & Collections Agent must uphold and promote 1-grid's core values:

Accountability, Customer Delight, Teamwork, Inclusivity, Respect, Transparency, Quality, and Collaboration.