Customer Onboarding Specialist
7 months ago
**Company Description**
iKhokha is a place where chance takers become change makers. At iKhokha, we believe in better. As you'd expect, our pace is fast-moving and ever-changing. We like it that way. As one of the fastest growing Fintech's in Africa we've built a team of global change-makers who want to make an impact. If you believe in a better future, be a chance-taker and help us empower small businesses in South Africa.
iKhokha has exciting opportunities
We’re looking for a Customer Onboarding Specialist to join our dynamic Onboarding Team.
If you’re ready for a challenge, willing to jump in and be a team player and be able to make a difference then keep reading
**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.
**In addition to the above, you will**:
- Increase merchant conversion/activation through efficient handling time across CRM platform and telephonically.
- Identify outstanding FICA requirements and proactively request these documents from merchants.
- 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.
**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. Data capturing and detail orientation with a good understanding of FICA requirements.
- FICA, Technical Support and Customer Service.
- 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
- Ability to handle pressure and large volumes of work with speed and accuracy
- Problem Solving
- Product and technical knowledge
- Fraud and Risk
**Additional Information** Perks of joining the Tribe?**
- Work in a high-growth company with tangible results you're accountable for.
- Enjoy hybrid, remote, and in office work models.
- Competitive remuneration and benefits, including Medical Aid and Group Risk scheme contributions.
- Be guided by visionary leadership.
- Seize the opportunity for study leave.
- Access to on-demand learning and development.
- Experience a friendly, collaborative culture with a team of all-round-lekker humans (it’s true, we surveyed our Employees and they told us so).
- If you find yourself at HQ, coffee on tap and a selection of hot beverages provided by our very own onsite Barista.
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