Customer Service Consultant at iKhokha

So, what will you do? 

• As 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.

In addition to the above, you will: 

• Professionally handle requests from merchants and ensure that issues are resolved both promptly and thoroughly according to iKhokha Service Level Agreements (SLAs).
• Target First call resolution where applicable.
• Manage and take ownership of Merchant Complaints, and drive resolution through to completion.
• Product & Technical support (Device troubleshooting): Ensure thorough technical troubleshooting is performed to resolve merchant issues.
• Educate merchants on how to utilize products purchased and benefits included.
• Efficiency and accuracy: Respond to merchant queries promptly, professionally and with Empathy.
• Ensure each interaction is helpful and drives value to the merchant.
• Customer satisfaction: Achieve positive reviews post service interactions.
• Ensure that the follow up process is adhered to, and that feedback is always provided to the Merchant.
• Ensure that call and ticket Service Level Agreements (SLA’s) are met as defined with the Team Lead and Line Manager.
• Processing of orders, applications and requests.
• Adhere to Company Policy and Processes.
• Feedback loop to Team Leads (TLs) regarding customer feedback, pain points, common issues and feature requests.
• Escalations: 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.
• Data capturing and admin processes: Ensure attention to detail when capturing merchant information and submitting personal info/docs.

Qualifications

• Matric/ Grade 12 or higher

Deal Breakers: 

• 1+ 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.
• Providing world class customer service.
• First call resolution.
• Call Centre, Customer service, Technical support.