Customer Service Agent

Sa Commercial (Pty) Ltd; Cape Town; On-site; ZAR 120,000 - 210,000; Full time

Job summary

Sa Commercial (Pty) Ltd in Cape Town is seeking a Customer Service Agent to handle voice and email queries about medical billing and invoices. You will explain charges clearly while delivering a positive customer experience, and you won’t be required to create medical bills.

Join a focused operations team and contribute to accurate billing support, responsive customer service, and compliant handling of sensitive information under GDPR.

Qualifications

• Experience in a contact centre or customer service environment.
• Billing/invoicing knowledge is advantageous.
• Confident system navigation and call-handling skills.

Responsibilities

• Handle inbound/outbound voice calls related to medical billing and invoice queries.
• Provide clear explanations of charges, invoices, and payment terms to customers.
• Record interactions accurately in the CRM and maintain data integrity.
• Assist with debt collection and payment arrangements as needed.
• Adhere to data protection regulations and company compliance standards.

Skills

Verbal communication

Active listening

Problem solving

Conflict resolution

Attention to detail

Empathy

Tools

Salesforce CRM

Job description

Customer Service Agent SA Commercial (Pty) Ltd•CPT - CBD, Western Cape, ZA

Job Profile: Customer Service Agent
Position: Front Line CS Agent
Department: Operations
The Customer Service Agent will handle voice and email / Salesforce CRM ticket queries from patients and clients regarding medical billing and invoices. The role requires professionalism, attention to detail, and the ability to explain financial and billing information clearly while delivering a positive customer experience. They will not be required to create medical bills.

Key Responsibilities

• Manage inbound and outbound voice calls relating to patient medical billing and invoice queries.
• Provide accurate information and clear explanations of charges, invoices, payment terms, and account balances.
• Actively chase debt using all communication methods, primarily by phone
• Outbound calling for pre-patient registration
• Resolve billing-related concerns or elevate complex issues to the appropriate teams.
• Assist patients with payment arrangements and account queries.
• Record all interactions accurately in the CRM.
• Handle sensitive billing discussions with empathy, discretion, and professionalism.
• Meet defined performance metrics (quality, productivity, and customer satisfaction).
• Adhere strictly to UK data protection regulations (GDPR) and company compliance standards.
• Excellent verbal communication and active listening skills.
• Ability to explain billing and invoice details clearly and confidently.
• Strong problem-solving and conflict-resolution skills.
• High attention to detail and accuracy in handling financial queries.
• Customer-first mindset with empathy and patience.
• Ability to remain professional in sensitive or high-pressure interactions.

Qualifications & Experience

• Previous experience in a contact centre or customer service environment (billing/medical billing experience preferred).
• Exposure to billing, invoicing, or financial processes advantageous.
• Confident system navigation and call-handling skills.