Customer Accounts & After-Sales Support Officer

Position Overview

The Customer Accounts & After-Sales Support Officer is responsible for following up overdue customer invoices and first-line support for aftersales.

Key Responsibilities

Accounts Receivable and Payment Follow-Up

• Make outbound calls to customers regarding overdue invoices.

• Clearly explain outstanding balances and payment due dates.

• Guide customers towards payment by bank transfer, secure credit card payment link or another approved payment method.

Warranty and Installation Issue Assessment

• Ask appropriate questions to understand the reported issue.

• Request and collect relevant photos, videos, receipts and other supporting information.

• Conduct initial troubleshooting using company-approved procedures.

• Escalate product or technical issues to an internal technician when necessary.

Skills and Experience

• Strong verbal communication and telephone skills.

• Professional, patient and customer-focused manner.

• Strong problem-solving and initial troubleshooting ability.

• Good judgement regarding when and where to escalate an issue.

• Strong organisation, follow-up and time-management skills.

• Ability to manage multiple customer cases and priorities.

• Comfortable learning technical information about water filtration products and their installation.