180 Garsfontein Road, Ashlea Gardens, Pretoria
Working Hours
Working hours Eastern Standard Time: 9am - 8pm (16:00 - 01:00)
These working hours will change with daylight savings (in our summer months) to match the hours of 7am - 4pm Eastern Standard Time
Job Purpose
Responsible for driving the efficiency and effectiveness of the agents in the Call Centre who are part of the finance team, with the purpose of increasing debt collection, data accuracy and decreasing non-payments and customer churn. This role provides real-time financial support to the Hearing Hub with proactive and effective feedback on activities and outcomes to the Financial Manager to enable better outcomes as well as team compliance and discipline.
Minimum Education (essential)
National Senior Certificate & Bookkeeping Diploma
Minimum Education (desirable)
Management Course
Minimum Applicable Experience (years)
6 years
Required Nature Of Experience
- Team supervision
- Debtors collection
- Customer service
- Creditors
- General bookkeeping
- Accounting Software (ie Pastel / Xero)
- Microsoft Excel
- Google Suite
- Debtors processes
- Examining Information
- Establishing Rapport
- Showing Composure
- Resolving Conflict
- Meeting Timescales
- Checking Things
- Following Procedures
- Upholding Standards
- Interpreting Data
- Developing Expertise
- Adopting Practical Approaches
- Thinking Positively
- Embracing Change
- Inviting Feedback
- Understanding People
- Valuing Individuals
- Managing Tasks
- Producing Output
- Taking Action
- Liaise with manager to understand and articulate strategic direction for the team itself, as well as for the teams product and system output.
- Steer the direction of the team by communicating the strategy into a workable and efficient plan, presenting assumptions and recommending objectives as required.
- Interpret reports and other relevant data, and advise on (and implement) midcourse corrections and/ or improvements.
- Monitor management-approved key metrics and performance on each metric within a satisfactory range.
- Report on performance on key metrics to management satisfaction.
- Ensure the level of performance on key metrics is achieved to management satisfaction.
- Assist in maintaining team shift schedule - manage exceptions of the team schedule.
- Responsible for the supervision of HH finance team.
- Ensure active management of teams KPI's with frequent and proactive feedback.
- Ensure there is appropriate and continuous team training.
- Active monitoring and reporting of performance of team members with scheduled, regular check-ins, performance appraisals (in conjunction with the Finance Manager and Hearing Hub Manager) and required documentation.
- Manage the assignment of tasks, leads and priorities.
- Enhance and encourage a culture of excellent customer service.
- Cultivate and maintain a healthy and effective team culture, in accordance with our values.
- Ensure other required documents, reports and email accounts are kept up to date and accurate.
- Follow debtors collection process.
- Optimise debtors collection process.
- Ensure proper and clear correspondence with customers including via phone, email and text.
- Ensure proper record is kept of all communication with debtors on relevant platforms.
- Ensure Salesforce / XERO is updated with debtors process.
- Ensure customer contact details in Salesforce / XERO are correct after confirming details with the customer.
- Update and maintain customer contact details in Salesforce / XERO.
- Manage handover of Debtors to lawyers / debt collection agency.
- Collect all the necessary documentation for handover to lawyers / debt collection agency.
- Compile weekly feedback of debtors outstanding and communicate with internal stakeholders on a regular basis.
- Meet all relevant debtors deadlines.
- Plan and structure daily work to meet deadlines efficiently.
- Process new invoices.
- Issue invoices accurately and timeously.
- All credit notes issued accurately and timeously.
- Send invoices and statements.
- Do corrections on account allocation.
- Conduct reconciliations of all debtors.
- Ensure customer payment allocations are correct.
- Negotiate payment arrangements with customers to increase debt collection.
- Process new manual payments on Stripe.
- Manage disputes process with Stripe.
- Manage trial periods or customer profiles on Stripe as required.
- Maintaining records of the above on relevant platforms.
- Create invoices on Xero for manual payments, replacements or switchovers from subscription to once off.
- Manage the recordkeeping process for such payments.
Follow relevant processes in line with the dictated QMS processes
This job description is not a definitive or exhaustive list of responsibilities and is subject to change depending on changing business requirements. Employees will be consulted on any changes. Employees performance will be reviewed based on the agreed upon objectives.
