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Customer Relationship Specialist

1 week ago

Umhlanga, KwaZulu-Natal, South Africa iKhokha Full time
About Us

iKhokha is a rapidly growing FinTech company with a passion for empowering small businesses in South Africa. Our team of visionary leaders is dedicated to creating a better future for all.

Job Description

We are seeking an extraordinary individual to fill the role of Customer Support Officer. As a member of our Product Division, you will be responsible for providing exceptional support to our customers.

Your primary focus will be on resolving technical support queries, addressing complaints, and handling requests via calls and tickets. You will act as a liaison between our valued customers and internal iKhokha teams, ensuring seamless communication and prompt resolution of issues.

Key Responsibilities
  • Providing Technical Assistance: Offer expert guidance to customers regarding technical hardware and software inquiries, orders, deliveries, cancellations, refunds, exchanges, merchant accounts, billing, statements, and other related matters.
  • Resolving Customer Issues: Professionally address incoming requests from customers and ensure that issues are resolved promptly and thoroughly according to iKhokha Service Level Agreements (SLAs).
  • Collaboration and Escalation: Collaborate with internal teams to resolve complex issues and escalate any urgent queries or concerns that require input from Senior Management.
Requirements

To excel in this role, you will need:

  • A matric certificate
  • 1-2 years of experience in customer service or call centre work
  • Proficiency in using a CRM tool for managing customers
  • Excellent verbal and written communication skills
  • First call resolution
  • Ability to de-escalate situations and take ownership
  • Experience in Call Centre, Customer Service, and Technical Support