Billing Assurance Representative

Cape Town

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)Enterprise 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
Completed tertiary level finance qualification is preferred.
2 years experience in an entry level finance role.
Basic understanding of accounting principles, debtors, creditors, invoicing and VAT.
Proficient in Microsoft Excel
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.