Customer Support Officer

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

Embark on a rewarding journey with iKhokha as we seek a Customer Support Officer to join our thriving Product Division. We're in pursuit of an extraordinary individual – a customer-centric pro with a sense of urgency and unwavering commitment to tackling and resolving technical support queries from our diverse customer base. 

So, what will you do?  

• You will be the frontline advocate, acting as a liaison between our valued customers and the various internal iKhokha 'hubs.' 
• You will be responsible for addressing complaints and handling queries via calls and tickets. From orders and deliveries to cancellations, refunds, exchanges, merchant accounts, billing, statements, and technical hardware and software inquiries – you'll be the go-to person ensuring our customers receive top-notch support. 

Eager to be a part of an energetic team, driving positive change and growth? iKhokha beckons... 

Dive headfirst into the fintech universe with us, and let's revolutionize the support experience, managing queries one at a time! 

In addition to the above, you will:  

• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly according to iKhokha Service Level Agreements (SLAs). 
• Resolve customer complaints via phone, email, tickets and WhatsApp.  
• Apply training, scripts, processes and policies, maintaining a balance between company policy and customer benefit so that issues are handled in the best interests of both. 
• Be flexible to work on Adhoc campaigns as and when needed from the business.  
• Escalate any urgent queries or issues that require input from Senior Management. 
• POPIA Compliance.  
• Accurately capture and manage customer details and interactions on CRM system Be proactive in suggesting any changes or improvements to scripting, sales or service procedures that will benefit iKhokha and our customers. 
• As trained ensure thorough technical troubleshooting is performed until a defect or the problem is found and perform necessary techniques to resolve the merchants issue at hand.  
• If this cannot be resolved it should be escalated immediately to your direct report. 

Qualifications

• Matric 

Deal breakers:

• 1- 2 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.  
• Ability to communicate clearly and professionally, both verbally and in writing  
• First call resolution  
• Deescalate situations and take ownership  
• 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 Medical Aid and Group Risk scheme contributions. 
• Be guided by visionary leadership. 
• Seize the opportunity for study leave.   
• Access to on-demand learning and development. 
• 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.