Jobs at iKhokha

Job Description

• Think you’ve got the charm to rock our front desk?
• We’re on the lookout for a vibrant, people-loving Receptionist to own the front desk and keep things running smoothly. If you’re the kind of person who can juggle tasks with a smile, thrive in a fast-paced environment, and make everyone feel welcome, then it's time to join the iKhokha hustle!
• Sound like you? Let’s chat!

So, what will you do?

• You will be the first point of contact for iKhokha by welcoming merchants and service providers who visit the business. You will also coordinate front-desk activities, including distributing correspondence and redirecting phone calls.

In addition to the above, you will:

• Serve as the first point of contact for merchants, visitors, service providers and employees, ensuring a welcoming and professional environment and that they are attended to.
• Answer, screen and route incoming phone calls with clarity and efficiency; take accurate messages and relay them promptly.
• Manage visitor sign-in procedures, issue visitor badges, and inform relevant staff of arrivals. Ensure compliance with security protocols.
• Provide exceptional service to clients and visitors, addressing inquiries and resolving issues with a positive and helpful attitude.
• Ensure the reception area is clean, organised, and presentable at all times.
• Address or escalate any issues promptly to maintain a professional appearance.
• Receive, sort and distribute incoming mail and packages; prepare outgoing mail and packages and arrange for courier services as needed.
• Perform general administrative tasks.

Qualifications

• Grade 12 National Certificate 

Deal breakers:

• Clear command (verbal and written) of the English language.
• Strong communication and interpersonal skills, with the ability to interact effectively with a diverse range of individuals.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) advantageous.
• Excellent organizational and multitasking abilities.
• Strong attention to detail and the capacity to handle various tasks efficiently.
• High level of professionalism, including a professional appearance and courteous demeanour.

Additional Skills & Knowledge:

• Ability to handle sensitive information with discretion and maintain confidentiality.
• Ability to adapt to changing priorities and handle unexpected situations calmly and effectively.

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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