Customer Retentions Specialist - Umhlanga at iKhokha

Job Description

• Calling all experienced customer service professionals. iKhokha is growing and our Retention Team has a spot available for a Customer Retentions Specialist to join our iKTribe. If you have excellent communication skills and enjoy jumping on the line to chat to merchants then this could be the role for you.
• To be a successful Customer  Retentions Specialist at iKhokha you should be great at objection handling, able to influence, have a positive demeanour and be an effective listener.

So, what will you do?

• You  will be responsible for maintaining and retaining all iKhokha merchants.
• You  will be responsible for ensuring that all merchants who churn meet success by initiating a seamless and efficient reactivation process.
• You 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 use new features.

Deal Breakers:

• 1 – 2 years call centre experience with exposure to CRM platforms.
• Excellent 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.
• Business understanding of Product, FICA, Technical Support and Customer Service.

What would you be responsible for?

• Maintain favourable merchant relationships.
• Increase merchant reactivation through efficient handling time across CRM platform and telephonically.
• Conduct courtesy calls to ensure product and service satisfaction & gain further insights to drive business improvements across all verticals.
• Contact targeted merchants specific to business requirements and targeted campaigns to drive optimal use of business offerings.
• Interact with escalations of merchants daily, responding to their questions or concerns and guiding them to the appropriate service.
• Provide unsurpassed customer experience to promote retention and loyalty
• Achieve positive reviews on social media platforms.
• Introduce and educate merchants on how to utilize new and existing products and benefits included.
• Conduct reactivation 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 or profile switching.
• Placing of orders for Key Account Specialists in field to drive streamlined and efficient processes.
• Assist Key Account Specialists with customer follow up’s and enquires arising, to ensure efficient merchant management.
• 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.