Customer Service Agent, Cape Town

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 escalate 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.

Skills & Competencies

• 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).
• Minimum Grade 12 / equivalent qualification.
• Exposure to billing, invoicing, or financial processes advantageous.
• Confident system navigation and call-handling skills.