Customer Onboarding Specialist

3 months 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**:
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.

**Deal Breakers**
- 1-2 years’ call centre experience
- Must have experience in MS office
- 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
- Ability to handle pressure and large volumes of work with speed and accuracy
- Problem Solving
- Product and technical knowledge
- FICA
- Fraud and Risk
- Customer Service

**What would you be responsible for?**
- 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.

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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