Job Description<\/p>\n
\tAre you a passionate customer service professional with a talent for turning conversations into connections? iKhokha is expanding, and we\u2019re on the lookout for a Customer Retentions Consultant to join our dynamic iKTribe.
\n\tIf you\u2019re confident in engaging with merchants and building strong relationships over the phone, this could be the perfect opportunity for you.<\/p>\n
So, what will you do?\u00a0<\/p>\n
\tYou will be responsible for maintain and retaining all iKhokha merchants. The focus will include proactive and reactive retentions campaigns which assist in maintaining our active merchant database.
\n\tYou will educate merchants on the various ways to use products in a hassle-free and customer centric manner as well as provide over the phone training on how to us new features and grow existing merchant product portfolios.<\/p>\n
In addition to the above, you will:\u00a0<\/p>\n
\tMaintain favourable merchant relationships.
\n\tIncrease merchant reactivation through efficient handling time across CRM platform and telephonically.
\n\tConduct courtesy calls to ensure product and service satisfaction & gain further insights to drive business improvements across all verticals.
\n\tContact targeted merchants specific to business requirements and targeted campaigns to drive optimal use of business offerings.
\n\tInteract with escalations of merchants daily, responding to their questions or concerns and guiding them to the appropriate service.
\n\tProvide unsurpassed customer experience to promote retention and loyalty
\n\tIntroduce and educate merchants on how to utilize new and existing products and benefits included.
\n\tConduct reactivation calls and educate merchants to get trading
\n\tEnsure technical issues are resolved.
\n\tProduct & Technical support (Device troubleshooting): Ensure thorough technical troubleshooting is performed to resolve merchant issues.
\n\tEducate merchants on how to utilize products purchased and benefits included.
\n\tProfessionally handle requests from merchants and ensure that issues are resolved both promptly and thoroughly according to iKhokha Service Level Agreements (SLAs).
\n\tEnsure attention to detail when capturing merchant information efficiently and accurately.
\n\tSubmit outstanding documents from merchants to FICA for profile completion or profile switching.
\n\tAssist Key Account Specialists with customer follow up\u2019s and enquires arising, to ensure efficient merchant management.
\n\tEscalate urgent queries that require input from senior management.
\n\tEnsure proper escalations when any systems or tools are down and that proper communication is rendered to the Team Lead and Line Manager.<\/p>\n
Qualifications<\/p>\n
\tCompleted Matric\/Grade 12<\/p>\n
Deal Breakers:\u00a0<\/p>\n
\t1 \u2013 2 years call centre experience with exposure to CRM platforms.
\n\tExcellent written and verbal communication skills with a specific focus on customer service and retentions. Data capturing and detail orientation with a good understanding of technical support.
\n\tProduct, FICA, Technical Support and Customer Service.<\/p>\n
Apply via company website ( http:\/\/www.ikhokha.com ) or<\/p>\n
jobs.smartrecruiters.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/jobs.smartrecruiters.com","_company_name":"iKhokha","_company_website":"http:\/\/www.ikhokha.com","_company_tagline":"The iKhokha brand is by essence brave, honest, cheeky, innovative and customer-centric. We believe every entrepreneur should be included and able to thrive in the South African economy. Our mission is to continue to build mobile centric tools that make commerce easier, cheaper and more accessible... read more. Umhlanga Ridgeview Building, 1 Nokwe Avenue, Umhlanga Ridge, Durban, Kwazulu Natal 4319, ZA","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[16],"job-types":[12],"class_list":["post-20081","job_listing","type-job_listing","status-expired","hentry","job_listing_region-kwazulu-natal","job-type-full-time"],"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/20081","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=20081"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=20081"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=20081"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}