Johannesburg

Collections Representative

To support management in meeting and exceeding the mission and vision of Home-Connect Pty LTD. To oversee the collection of customer accounts in a manner that ensures high customer satisfaction and loyalty. The credit controller must be able to communicate in an efficient yet friendly manner with customers, as well as the broader accounts receivable team while reporting to the Accounts Receivable Team Lead.

Process all financial and accounting transactions on Sage ERP X3 accurately and by the respective deadlines. Administer the collections of accounts receivables and the company and departmental cost controls. Maintain good relations with business partners, internal clients and Home-Connect staff, all of whom are interacted with on a regular basis.

 

EDUCATION:

Post Matric qualification in accounting (Minimum NQF6) will be advantageous

 

EXPERIENCE:

  • In addition to two years experience working within an accounts receivable and/or credit control / collections environment, candidates for a Credit Controller role will also need to demonstrate the following qualities:
  • Strong analytical skills and attention to detail
  • Good business acumen for problem solving
  • Excellent time management skills and ability to prioritise a demanding workload

 

ROLES AND RESPONSIBILITIES:

  • Reconciling complex accounts that have been escalated from the AR team
  • Monitoring debtor balances to ensure a reduction in debtors outstanding balances
  • Ensuring credit and collection policies and procedures are followed within the guidelines provided
  • Liaising with customers, as well as internal personnel
  • Ensure that debts are paid in a timely manner
  • Meet debtor day targets set by the business
  • Collect overdue invoices by telephone, email & letter within agreed timescales
  • Maintain accurate records of collections initiative
  • Provide accurate advice on billing queries
  • Respond promptly and completely to both client and internal enquiries
  • Propose write off of irrecoverable receivables
  • Providing ad-hoc reporting as and when requested by management
  • Undertake account reconciliations as required
  • Ensure monthly processing deadlines are met as required
  • Send out monthly client statements/letters as may be agreed from time to time
  • Regularly review the company's debt recovery procedures.
  • Listing of default payers on the Credit Bureau database
  • Handing over of debt to external collectors

 

DECISION MAKING:

  • Prioritizing of work – time management
  • Handle and maintain excellent client relationships, whilst adhering to financial policies

 

FOCUS OF WORK:

  • Daily focus is primarily around collections, with prompt action being necessitated when required
  • Normal focus of work applies at week-end, month-end and year-end when all transactions and reconciliations need to be completed

 

CONTROLS AND CHECKS:

All work is discussed, monitored and checked regularly to ensure that all tasks have been accurately completed

 
Should you have not heard from Home-Connect in 2 weeks, please consider your application unsuccessful.
 


Support Technician Consultant

CW Home-Connect, a Fourways based Internet Service Provider specializing in the Fibre to the Home, is looking to hire a Technical Support Engineer, with strong knowledge of 1st Line Remote Desktop and Telephone Support of Broadband technology, with experienced knowledge of the internet & IT networking to join our customer-focused team.

The incumbent will be responsible for all technical support calls, tickets, and inquiries whilst exceeding customer service expectations and taking personal ownership for end-to-end technical support, diagnostics, fault management and service restoration for all client services. This role is a consultative 1st line technical support role, where you will be dealing with home users and might be required to assist with router Installations at the client’s home.

ROLES AND RESPONSIBILITIES:

  • Provide efficient and effective technical support to Home-Connect customers at all times.
  • Deal with 1st line desktop, laptop, network, server, Wi-Fi and internet related issues
  • Preconfigure routers for FTTH router installation, this is not limited to PPPoE . L2TP, SSID and password, etc…
  • Assist clients remotely with connectivity issues. Where required, also assist on-site with customer connections.
  • Proactively monitor and report on network and system outages.
  • Troubleshoot, diagnose and resolve networking technologies support queries as well as other third-party faults.
  • Prioritizing and managing open and pending tickets effectively and timeously using the online ticketing system.
  • Respond to clients and responding to tickets logged within stipulated Service Level Agreements (if any).
  • Coordinating with external and third-party suppliers/providers to resolve any customer issues.
  • Logging of all customer queries with suppliers in the respective processes and support ticketing system(s).
  • Respond and communicate professionally to clients via all communication tools provided (Phone, Ticketing System, SMS systems …etc.).
  • Identifying, reporting trends with customer queries and escalating to IT Team Lead and/or management for recommendations on a resolution.
  • Escalating in a timeous fashion to management.
  • Following Processes and written instructions to resolve a fault or set up/update a new solution.
  • Available to perform after-hours and Standby technical support as and when required.
  • Establishing a good working relationship with colleagues, customers, suppliers, and other professionals.
  • Take responsibility and endeavor to keep Home-Connect computers, network equipments and other machinery operational, safe, clean and secure at all times.
  • Assisting in creating, updating and documenting problem resolutions.
  • Adhere to CipherWave Home-Connect policies, processes and procedures.
  • Arrange and conduct FTTH routers setups at client’s homes.

 

DESIRED SKILLS:

  • Must have knowledge of Internet, connectivity, Email, Wi-Fi and networking experience.
  • Previous experience in a technical support role(First or Second Line Support).
  • Strong client relations and personal networking skills.
  • Excellent communication (both written and verbal) and presentation skills.
  • Familiarity with technical concepts coupled with the ability to communicate complex technical information in a simple manner to clients.
  • Patient, independent, self-motivated and target driven.
  • Demonstrable depth of understanding in computing technologies including operating systems, application-based systems and networking.
  • Must have own transportation and a valid driver’s license.
  • Must be a South African Citizen.
  • Must be able to work in a pressured environment and respond timeously and professionally to customers.
  • Trustworthy and reliable.
  • Weekend and public holiday work is a requirement of this position, therefore the incumbent must be comfortable working shifts.

 

EXPERIENCE:

  • Experience in Fiber to the Home(FTTH).
  • Two years’ minimum experience in a Technical Support position within the ICT telecommunications/ ISP industry.
  • Basic Networking knowledge – CCNA preferred
  • VoIP experience and understanding beneficial
  • Transportation and a valid driver’s license is a requirement of this position

 

Please send your application and resume to [email protected]

Should you have not heard from Home-Connect in 2 weeks, please consider your application unsuccessful.