Retentions Specialist

5 days ago

Umhlanga, South Africa iKhokha Full time

Company Description

iKhokha is one of the fastest-growing fintech companies in Africa. As you'd expect, our pace is fast-moving and ever-changing. We like it that way.
Our office is a high performance environment where we push each other to challenge the status quo. If that doesn’t appeal to you, you probably shouldn’t work here.

**Job Description**:
Calling all experienced customer service professionals. iKhokha is growing and our Retention Team has a spot available for not one, but two Retentions Specialists 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 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 engaging with churned merchants and 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.

You will provide over the phone training on how to use new features of iKhokha products and services.

**Deal Breakers**
- Minimum of a matric qualification.
- 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.
- Product, FICA, Technical Support and Customer Service.

**What would you be responsible for?**

Customer Service/Service Delivery
- 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.
- 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.

Technical Support
- 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.

Data Capturing and Administration
- Ensure attention to detail when capturing merchant information efficiently and accurately.
- Submit outstanding documents from merchants to FICA for profile completion or profile switching.

Escalations
- 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.

Additional Information
**Perks of joining the Tribe?**
- You get to work in a high growth company. Sink your teeth into meaningful work with tangible results you are accountable for.
- Hybrid, remote and in office work models.
- Remuneration & Benefits. We offer Company contributions to Medical Aid and a Group Risk Scheme.
- Visionary Leadership.
- Study leave.
- Access to on demand learning and development.
- A friendly, collaborative culture and 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 onsite Barista.

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