Customer Service Advisor: Billing and Collections
ellio · Cape Town, Western Cape
Overview
Join ellio in Cape Town as a Customer Service Advisor focused on billing and collections. You will handle high volume customer queries, resolve billing issues and support collections activities in a fast paced contact centre. This role suits someone with international customer service experience who enjoys problem solving and helping customers. Enjoy a competitive salary, performance bonus, medical insurance and provident fund. If you have a Matric and a clear criminal record, this could be your next career move.
About the role
As a Customer Service Advisor at ellio, you will be the first point of contact for customers with billing and collections enquiries. You will investigate and resolve high volume queries, explain account information clearly, and support collections processes from start to finish. You will also identify vulnerable customers and escalate complex complaints when needed.
- Resolve billing and collections enquiries through multiple systems
- Process account adjustments and corrections
- Follow up to ensure queries are fully resolved
- Build customer trust through professional interactions
- Work to company policies and compliance standards
Application note: This role is part of a UK campaign with shifts from Monday to Friday. Training is provided in a collaborative environment.
Requirements
- Grade 12 (Matric) is required
- Clear criminal record
- Must meet credit vetting requirements
- Minimum 12 months international customer service experience
- Experience in a billing environment
- Experience in a collections environment
- Experience in utilities is advantageous
- Strong communication and active listening skills
- Ability to manage emotionally charged customer interactions
- Problem solving and time management skills
- Ability to work across multiple systems and platforms
Responsibilities
- Investigate, resolve and process high volume customer enquiries across billing and collections
- Deliver accurate information on customer accounts and billing matters
- Identify and support vulnerable customers appropriately
- Resolve and explain billing enquiries while supporting collections activities end to end
- Identify customer needs to provide consistently high quality service
- Escalate complex queries or complaints to relevant teams
- Build customer trust and loyalty through solution focused interactions
- Adhere to company policies, standards and compliance requirements
- Process account adjustments and corrections where required
- Complete follow ups to ensure queries are fully resolved
Benefits
Medical insurance, provident fund, monthly performance bonus of up to 20% of basic salary, free door to door transport for evening shifts after 7pm, comprehensive product training, entertainment area, canteen, paid annual leave, good transport connections
Job details
- Organisation
- ellio
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Experience level
- Junior (1+ years)
- Education
- Matric
- Category
- Customer Service
- Application Method
- Apply online
Success Guide
When applying for this Customer Service Advisor role at ellio, highlight your international customer service experience and any billing or collections work you have done. Be ready to discuss how you handle upset customers and resolve complex queries. Since this is a UK campaign, mention your ability to work UK shifts if relevant. Make sure your CV clearly shows your Matric and that you have a clear criminal record. In interviews, expect questions about your problem solving approach and how you stay organised in a busy contact centre. Show that you are comfortable using multiple systems at once. This role values empathy and resilience, so share examples of times you turned a frustrated customer into a satisfied one. Good luck!
How we help you prepare
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