Contact Centre Agent – Billing & Provisioning

About the role

The Contact Centre Agent – Billing & Provisioning will support customers by handling billing enquiries, managing account updates and processing service provisioning requests. This role is essential for maintaining high customer satisfaction and ensuring accurate service delivery.

Key responsibilities

• Respond to customer enquiries about invoices, payments, credits, charges and account balances.
• Investigate and resolve billing discrepancies in a timely manner.
• Process billing adjustments, account updates and authorised service requests.
• Assist customers with account maintenance and service activations, upgrades, relocations, modifications and cancellations.
• Ensure provisioning requests are completed accurately within required timeframes.
• Coordinate with internal teams to support seamless service delivery.
• Maintain accurate records of customer interactions and account activities.
• Escalate complex issues and contribute to continuous improvement initiatives.

Required profile

• Year 12/Form 7 completion or equivalent qualification.
• Previous experience in customer service, administration, retail, telecommunications, utilities, energy or contact‑centre environments.
• Experience handling billing enquiries, account maintenance or provisioning requests.
• Strong analytical, problem‑solving and communication skills.
• Ability to work shifts in a fast‑paced, target‑driven environment.

Required skills

• Proficiency with CRM, billing and provisioning systems.
• Microsoft Office applications.
• Basic SQL or database query knowledge.
• General computer literacy and ability to learn new systems quickly.