Customer Onboarding Specialist at iKhokha

So, what will you do?

• You will be responsible for onboarding all iKhokha merchants and ensuring that all merchants meet success by initiating a seamless and efficient set up and account activation.
• You will educate merchants on the various ways to use products in a hassle-free and customer centric manner.

Deal Breakers

• 1-2 years’ call centre experience
• Must have experience in MS office
• Exposure to CRM platforms
• Excellent written and verbal communication skills with a specific focus on customer service
• Data capturing and detail orientation with a good understanding of FICA requirements
• Effective communication skills with good telephone and email etiquette
• Ability to handle pressure and large volumes of work with speed and accuracy
• Problem Solving
• Product and technical knowledge
• FICA
• Fraud and Risk
• Customer Service

What would you be responsible for?

• Increase merchant conversion/activation through efficient handling time across CRM platform and telephonically.
• Identify outstanding FICA requirements and proactively request these documents from merchants.
• Keep merchants informed of all changes and processes. Conduct courtesy calls/emails to ensure product and service satisfaction.
• Provide unsurpassed customer experience to promote retention and loyalty.
• Ensure that call and ticket SLA’s are met as defined with the Team Leader and Line Manager.
• Achieve positive reviews on social media platforms.
• Interact with escalations of merchants daily, responding to their questions or concerns and guiding them to the appropriate service.
• Introduce and educate merchants on how to utilize products purchased and benefits included.
• Conduct activation calls and educate merchants to get trading.
• Ensure technical issues are resolved.
• Ensure attention to detail when capturing merchant information efficiently and accurately.
• Submit outstanding documents from merchants to FICA for profile completion.
• Escalate urgent queries that require input from senior management.
• Ensure proper escalations when any systems or tools are down and that proper communication is rendered to the Team Leader and Line Manager.

Qualifications

• Minimum of a matric qualification.