Hot Jobs at iKhokha

So, what will you do? 

• You will play a pivotal role in driving sales and activation ratios.
• Manage in-branch marketing activities, assist in staff route planning for outbound initiatives, and create revenue-generating opportunities aligned with iKhokha' s goals.
• Take charge of P&L statements, effectively manage branch staff, and serve as a brand ambassador of the iK Tribe and culture within the branch.
• Contribute to community engagement efforts, evangelizing iKhokha to create a strong local brand presence.

In addition to the above, you will: 

• Accountable for the performance of the iKhokha Head Office store
• Responsible for store P&L’s.
• Sales.
• Customer service.
• Responsible for maintaining relationships linked to stores.
• Interview, recruit, and train new staff.
• Implement Performance management processes to ensure that new staff thrive and targets are met.
• First level HR and IR skills.
• Monitor productivity of staff daily as per company requirement.
• Responsible for in-store stock management.
• Weekly stock takes and cycle counting.
• Maintain asset register of instore equipment.
• Maintain asset register of all branding materials
• Basic understanding of POS systems for stock management.
• Report back to internal stakeholders weekly/monthly on store performance.
• Share ad hoc survey results with necessary internal stakeholders.
• Feedback on general in-store activity.
• Report in required market insights within the designated area.

Qualifications: 

• Completed Matric/Grade 12
• Undergraduate Degree (Advantageous)

Deal Breakers: 

• Informal market retail experience with a strong focus on growth.
• 3+ years of experience in a similar role.
• Experience within Informal-market banking branch, cellular retail, FMCG or Alcohol industries is advantageous.
• Experience in retail operations.
• Understanding of informal markets and in-branch retail dynamics.
• Basic understanding of key stakeholders within the designated Store Location
• Sales Management against designated target
• Valid driver’s license
• Own transport

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Job Description

• Embark on a rewarding journey with iKhokha as we seek a Customer Support Officer to join our thriving Product Division. We're in pursuit of an extraordinary individual – a customer-centric pro with a sense of urgency and unwavering commitment to tackling and resolving technical support queries from our diverse customer base. 

So, what will you do?  

• You will be the frontline advocate, acting as a liaison between our valued customers and the various internal iKhokha 'hubs.' 
• You will be responsible for addressing complaints and handling queries via calls and tickets. From orders and deliveries to cancellations, refunds, exchanges, merchant accounts, billing, statements, and technical hardware and software inquiries – you'll be the go-to person ensuring our customers receive top-notch support. 
• Eager to be a part of an energetic team, driving positive change and growth? iKhokha beckons... 
• Dive headfirst into the fintech universe with us, and let's revolutionize the support experience, managing queries one at a time! 

In addition to the above, you will:  

• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly according to iKhokha Service Level Agreements (SLAs). 
• Resolve customer complaints via phone, email, tickets and WhatsApp.  
• Apply training, scripts, processes and policies, maintaining a balance between company policy and customer benefit so that issues are handled in the best interests of both. 
• Be flexible to work on Adhoc campaigns as and when needed from the business.  
• Escalate any urgent queries or issues that require input from Senior Management. 
• POPIA Compliance.  
• Accurately capture and manage customer details and interactions on CRM system Be proactive in suggesting any changes or improvements to scripting, sales or service procedures that will benefit iKhokha and our customers. 
• As trained ensure thorough technical troubleshooting is performed until a defect or the problem is found and perform necessary techniques to resolve the merchants issue at hand.  
• If this cannot be resolved it should be escalated immediately to your direct report. 

Qualifications

• Matric 

Deal breakers:

• 1- 2 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.  
• Ability to communicate clearly and professionally, both verbally and in writing  
• First call resolution  
• Deescalate situations and take ownership  
• Call Centre, Customer service, Technical support