Intermediate Programme: Customer Management, Billing & Service Quality

Advance from frontline support to strategic customer & billing leadership

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Overview

Move beyond the basics and become a trusted expert in customer support, billing operations, and service quality management. This programme deepens your capabilities with customer journey mapping, billing optimisation, analytics, and team coaching so you can deliver measurable impact across industries.

Clients expect proactive engagement, clear communication, and seamless financial processes. This programme equips you to reduce disputes, improve receivables, and lead service performance with confidence.

  • Coach teams and elevate service performance (CSAT, resolution time)
  • Reduce invoice disputes and handle complex billing with transparency
  • Optimise receivables, balances, credit limits and collections workflows
  • Map customer journeys; design feedback-driven improvement loops
  • Use CRM and billing systems to personalise service across channels
  • Monitor SLAs and address potential breaches proactively
  • Customer care agents, billing clerks, account administrators progressing to senior roles
  • Team leads managing client-facing staff or financial processes
  • Advisors specialising in service delivery or finance operations

Core Competency Areas Covered

Advanced Customer Support & Readiness

Lead standards and coach for excellence.

  • Anticipate needs & prevent escalation
  • Onboarding & mentoring
  • CSAT/Resolution-time tracking
Receivables & Credit Management

Protect cash flow while preserving relationships.

  • Collections strategies
  • Credit profiling
  • Overdue reduction tactics
Complex Billing & Events

Resolve complex cases and automate accuracy.

  • Split payments/promotions
  • Event-driven triggers & exceptions
  • Root cause analysis
CX, Interactions & Order Handling

Design seamless journeys across channels.

  • Journey mapping & NPS
  • Omnichannel CRM discipline
  • Order lifecycle transparency
SLA/QoS & Invoicing Management

Assure reliability and billing performance.

  • SLA monitoring & alerts
  • Invoice automation
  • Accuracy & collection-rate KPIs

What Makes This Course Unique?

  • Practical tools for journey mapping, billing optimisation and team coaching
  • Technology-enabled operations (CRM, automation)
  • Industry-agnostic with South African relevance

Career Pathways

By completing this program, participants can progress into roles such as:

- Senior Customer Service Advisor- Billing Operations Supervisor- Client Account Manager- Business Support Analyst- CRM & SLA Coordinator

FAQs

How do I register for an IBASA course?

To register, simply select your preferred course, click “Enrol Now,” and follow the online payment process to your shopping cart. Once your payment is confirmed, IBASA will ensure that you receive an email with your login details and course access instructions. It is important to note that IBASA has contracted with the organisation, Round of Applause to provide the online courses and communication to you will be generated by them.

How long will it take to receive my login details after payment?

After payment confirmation, please allow up to 2 working days for Round of Applause to create your Moodle account and send your login details via email.

Who do I contact if I haven’t received my login details?

If you haven’t received your course access email within 2 working days, please contact IBASA Administration Nthabiseng Sibiya at nthabiseng@ibasa.org.za with your proof of payment and course name.

Where will I access my online course?

All IBASA courses are hosted on the Moodle Learning Platform managed by Round of Applause (Pty) Ltd. You’ll receive a direct link to the Moodle site in your welcome email once your registration is processed.

What payment methods are accepted?

We accept secure online payments via credit/debit card, EFT, and other methods available through our payment gateway. Payment details will appear during the checkout process.

Can I get a refund if I can’t attend or complete a course?

Refunds are subject to IBASA’s Refund and Cancellation Policy. Please review the policy carefully before enrolling or contact us at nthabiseng@ibasa.org.za for assistance.

Are the courses accredited or recognised?

IBASA is registered as a professional body with SAQA (South African Qualifications Association). All courses offered through IBASA are aligned with professional development standards and are endorsed by IBASA. Some courses may carry CPD points or be linked to national or international frameworks — check the course description for details.

How do I become an IBASA member?

To become a member, visit our Membership and Accreditation page and follow the application process provided. Start by completing the application form. Our membership categories include Business Advisors, Principal Business Advisors and Certified Business Advisors.

Can I purchase courses without being an IBASA member?

Yes, non-members can enrol in most courses. However, IBASA members enjoy discounted rates and access to exclusive resources and offerings, so joining as a member is highly recommended.

What should I do if I need technical support once enrolled?

If you experience login or technical issues on Moodle, please start the process by contacting IBASA for support at nthabiseng@ibasa.org.za.

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R1 900,00 (R2 185,00 inc. VAT)

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