Customer Service Consultant at iKhokha

Umhlanga Rocks, KwaZulu-Natal, South Africa -

Full Time

Start Date

Immediate

Expiry Date

27 May, 26

Salary

0.0

Posted On

26 Feb, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Complaint Resolution, Call Handling, Email Communication, Social Media Support, Chat Support, Ticket Management, Service Level Agreements (SLAs), First Call Resolution, Product Support, Technical Troubleshooting, CRM Tool Usage, Microsoft Outlook, Microsoft Word, Microsoft Excel, Microsoft PowerPoint

Industry

Financial Services

Description

Company Description iKhokha is a place where chance-takers become change-makers. At iKhokha, we believe in better. As you'd expect, our pace is fast-moving and ever-changing. We like it that way. As one of the fastest-growing FinTech's in Africa, we've built a team of global change-makers who want to make an impact. If you believe in a better future, be a chance-taker and help us empower small businesses in South Africa. Job Description iKhokha is looking for a Customer Service Consultant to join our dynamic Product Division! We’re seeking a passionate, customer-focused individual with a strong sense of urgency and commitment to delivering exceptional support. If you’re driven, solution-oriented, and excited to make a real impact in the fintech space, we’d love to hear from you! So, what will you do? As a Customer Service Consultant you will be the vital link between new and existing merchants and the various internal departments, assisting with complaints resolution and any queries via calls, emails, social media, chat channels and tickets (inbound or outbound channels),as set out by an assigned campaign, such as, onboarding, orders, deliveries, cancellations/retentions, refunds, exchanges, settlement queries, merchant accounts, billing, statements, technical hardware support, software and all other product queries. In addition to the above, you will: Professionally handle requests from merchants and ensure that issues are resolved both promptly and thoroughly according to iKhokha Service Level Agreements (SLAs). Target First call resolution where applicable. Manage and take ownership of Merchant Complaints, and drive resolution through to completion. Product & Technical support (Device troubleshooting): Ensure thorough technical troubleshooting is performed to resolve merchant issues. Educate merchants on how to utilize products purchased and benefits included. Efficiency and accuracy: Respond to merchant queries promptly, professionally and with Empathy. Ensure each interaction is helpful and drives value to the merchant. Customer satisfaction: Achieve positive reviews post service interactions. Ensure that the follow up process is adhered to, and that feedback is always provided to the Merchant. Ensure that call and ticket Service Level Agreements (SLA’s) are met as defined with the Team Lead and Line Manager. Processing of orders, applications and requests. Adhere to Company Policy and Processes. Feedback loop to Team Leads (TLs) regarding customer feedback, pain points, common issues and feature requests. Escalations: Escalate Urgent Queries which require input from Senior Management or the Product Team. Ensure proper escalations when any systems or tools are down and that proper communication is rendered to the Team Lead and Line Manager. Data capturing and admin processes: Ensure attention to detail when capturing merchant information and submitting personal info/docs. Qualifications Matric/ Grade 12 or higher Deal Breakers: 1+ years of customer service or call centre experience. Experience in using a CRM tool for managing customers. Proficient at Outlook, Word, Excel, PowerPoint and internet usage. Providing world class customer service. First call resolution. Call Centre, Customer service, Technical support. Additional Information Perks of joining the Tribe? Work in a high-growth company with tangible results you're accountable for. Enjoy hybrid, remote, and in-office work models. Competitive remuneration and benefits, including reduced Gap cover rates. Medical Aid and Group Risk scheme contributions. Visionary leadership. Seize the opportunity for study leave. Access to on-demand learning at your fingertips. Experience a friendly, collaborative culture with a team of all-round-lekker humans (it’s true, we surveyed our Employees and they told us so). If you find yourself at HQ, coffee on tap and a selection of hot beverages provided by our very own onsite Barista. Stay Sharp! Job scams are out there, but we’ve got your back. Here’s how to keep it real when applying: Apply the iK way: Go via our Careers page or verified platforms (Smart Recruiters). We’ll never ask for payment, personal financial details, or anything unusual during the hiring process. If someone does, it’s a scam, report it. If something feels off, pause and confirm the role on our site before responding. Your journey to join the iKTribe starts with trust and we’re here to keep it simple and secure. Work policy: Onsite

Responsibilities

The Customer Service Consultant acts as the vital link between merchants and internal departments, handling complaints and queries across various channels including calls, emails, and chat regarding onboarding, orders, cancellations, refunds, and technical hardware/software issues. Key duties involve professionally resolving merchant requests according to SLAs, managing complaints to completion, performing technical troubleshooting, and ensuring high customer satisfaction through empathetic and efficient interactions.