Job Description<\/p>\n
\tiKhokha is looking for a Customer Service Consultant \u00a0to join our dynamic Product \u00a0Division!
\n\tWe\u2019re seeking a passionate, customer-focused individual with a strong sense of urgency and commitment to delivering exceptional support.
\n\tIf you\u2019re driven, solution-oriented, and excited to make a real impact in the fintech space, we\u2019d love to hear from you!<\/p>\n
So, what will you do?\u00a0<\/p>\n
\tAs 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.<\/p>\n
In addition to the above, you will:\u00a0<\/p>\n
\tProfessionally handle requests from merchants and ensure that issues are resolved both promptly and thoroughly according to iKhokha Service Level Agreements (SLAs).
\n\tTarget First call resolution where applicable.
\n\tManage and take ownership of Merchant Complaints, and drive resolution through to completion.
\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\tEfficiency and accuracy: Respond to merchant queries promptly, professionally and with Empathy.
\n\tEnsure each interaction is helpful and drives value to the merchant.
\n\tCustomer satisfaction: Achieve positive reviews post service interactions.
\n\tEnsure that the follow up process is adhered to, and that feedback is always provided to the Merchant.
\n\tEnsure that call and ticket Service Level Agreements (SLA\u2019s) are met as defined with the Team Lead and Line Manager.
\n\tProcessing of orders, applications and requests.
\n\tAdhere to Company Policy and Processes.
\n\tFeedback loop to Team Leads (TLs) regarding customer feedback, pain points, common issues and feature requests.
\n\tEscalations: 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.
\n\tData capturing and admin processes: Ensure attention to detail when capturing merchant information and submitting personal info\/docs.<\/p>\n
Qualifications<\/p>\n
\tMatric\/ Grade 12 or higher<\/p>\n
Deal Breakers:\u00a0<\/p>\n
\t1+ years of customer service or call centre experience.
\n\tExperience in using a CRM tool for managing customers.\u00a0
\n\tProficient at Outlook, Word, Excel, PowerPoint and internet usage.
\n\tProviding world class customer service.
\n\tFirst call resolution.
\n\tCall Centre, Customer service, Technical support.<\/p>\n
Apply via company website ( http:\/\/www.ikhokha.com ) or<\/p>\n
jobs.smartrecruiters.com<\/p>\n
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