Customer Support Officer

4 months ago


Umhlanga, South Africa iKhokha Full time
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


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.  


  • 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 thrive on pushing each other to challenge the status quo. If that doesn’t appeal to you, you probably shouldn’t work here. Embark...


  • Umhlanga, South Africa iKhokha Full time

    **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...


  • Umhlanga, South Africa iKhokha Full time

    **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...


  • Umhlanga, South Africa iKhokha Full time

    **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...


  • Umhlanga, South Africa BCXP Full time

    Business unit, Department, ReportingBusiness Unit: FinanceDepartment: Internal ITReporting: Manager of Operations (Internal IT)Core DescriptionTo carry out the identification, logging, resolution and correct allocation of IT related incidents and requests. This is to be achieved in accordance with service quality and within the allocated timeframe to meet...


  • Umhlanga, KwaZulu-Natal, South Africa Recharger Pty Ltd Full time

    We are seeking a highly skilled Customer Support and Verification Specialist to join our team at Recharger Pty Ltd in Durban, KwaZulu Natal.About the RoleThis is an exciting opportunity for a customer-focused individual to provide exceptional support and verification services to our clients. The successful candidate will possess excellent interpersonal...


  • Umhlanga, KwaZulu-Natal, South Africa iKhokha Full time

    Key Responsibilities:• Serve as the frontline advocate for iKhokha customers, acting as a liaison between customers and internal teams.• Address customer complaints and handle queries via calls, tickets, and WhatsApp, ensuring timely and thorough resolutions according to iKhokha Service Level Agreements (SLAs).• Handle incoming requests from customers,...

  • IT Support Specialist

    2 weeks ago


    Umhlanga, KwaZulu-Natal, South Africa BCXP Full time

    About the RoleAt BCXP, we are seeking a highly skilled and customer-focused IT Support Specialist to join our team. This is an exciting opportunity for an individual who is passionate about delivering exceptional service and resolving technical issues with expertise.Job SummaryThe successful candidate will be responsible for providing top-notch support to...


  • Umhlanga, South Africa Recharger Pty Ltd Full time

    Recharger is a leading, national metering company based in La Lucia, Durban, KwaZulu Natal. A Verifications customer support position has become available. The successful candidate must possess interpersonal skills in a business environment to deal with our multiple functional teams in a rapidly scaling Support Centre. Required to work independently as well...

  • Office Manager

    7 months ago


    Umhlanga, South Africa Pro Select Consulting Full time

    **Supervising Administrative Staff**: training, and managing administrative personnel such as receptionists, administrative assistants, and clerical staff. **Office Operations Management**: Ensuring the efficient day-to-day operation of the office, including maintaining office equipment, supplies, and facilities. **Financial Management**: Handling...

  • Back Office Support

    7 months ago


    Umhlanga, South Africa Watershed Consulting Full time

    **Job Description**: Six month temporary contract A niche bank based in Umhlanga is looking for sommeone to fill a temporary position for the call-back department. This person will be calling customers to verify information so they need to be accurate and well spoken. They should have a degree and need at least a year of similar experience - not necessarily...


  • Umhlanga, South Africa Absa Bank Limited Full time

    Empowering Africa’s tomorrow, together one story at a time. - With over 100 years of rich history and strongly positioned as a local bank with regional and international expertise, a career with our family offers the opportunity to be part of this exciting growth journey, to reset our future and shape our destiny as a proudly African group.Job Summary To...

  • HR Officer

    3 months ago


    Umhlanga, South Africa GBS Full time

    We are searching for a dedicated **HR Officer **who embodies logical reasoning, consistency, and a deep understanding of the nuances of human resources. In this pivotal role, you will harness your attention to detail and flexibility to navigate the complexities of employee relations. Your customer-oriented approach will ensure that our team members receive...

  • Customer Service

    3 months ago


    Umhlanga, South Africa GBS Full time

    **Job Title: Client Services Agent** J**ob Summary**: **Responsibilities**: - Take appropriate action such as updating personal details or sending policy documents to clients - Undertake to resolve 80% of queries at the first point of contact - Assist with Service requests on various social media platforms - Service on instant messaging platforms - Retain...


  • Umhlanga, KwaZulu-Natal, South Africa Intercon Recruitment Full time

    Sales Support Specialist Job Description **Job Title:** Sales Support Specialist **Job Summary:** A leading Liquor Distributor, based in Umhlanga, is seeking a highly skilled Sales Support Specialist with extensive experience in the liquor sales industry. **Key Responsibilities:** • Provide exceptional sales support to the sales team, ensuring...


  • Umhlanga, South Africa Sanlam Full time

    SanlamConnect, is dedicated to supporting, growing and empowering clients with affordable, easy and suitable solutions, primarily through face-to-face intermediary channels, but also directly. We have approximately 2,000 tied advisers and 2,000 supporting independent brokers, all dedicated to meet the financial needs of our clients. Our vision: We aspire to...


  • Umhlanga, KwaZulu-Natal, South Africa Customer Experience People SA Ltd Full time

    Job OverviewThe Policy Review Specialist will be responsible for managing referrals received into the Policy Analysis Team from various sources related to misrepresentation, non-disclosure, and potential indemnity concerns. This role requires working within agreed authority levels and Service Level Agreements (SLAs).Key ResponsibilitiesInvestigate cases of...


  • Umhlanga, KwaZulu-Natal, South Africa Intercon Recruitment Full time

    We are seeking an experienced Sales Support Specialist to join our team at Intercon Recruitment in Umhlanga. This is a challenging opportunity for a skilled sales professional with extensive experience in the liquor industry.Key Responsibilities:Supporting sales teams to achieve targets and drive revenue growthProviding expert advice on liquor products and...


  • Umhlanga, KwaZulu-Natal, South Africa Recharger Pty Ltd Full time

    Job OverviewWe are seeking a highly skilled Customer Support Agent to join our team at Recharger Pty Ltd.About the RoleThis Verifications customer support position has become available in our La Lucia, Durban office. The successful candidate will be responsible for verifying client information, ensuring accuracy of client details, and adhering to daily...


  • Umhlanga, KwaZulu-Natal, South Africa Intercon Recruitment Full time

    Intercon Recruitment is seeking a Sales Support Specialist to join a leading Liquor Distributor based in Umhlanga. Key responsibilities include providing sales support, managing customer relationships, and contributing to the growth of the business.Requirements:2-3 years of sales experience in the liquor industryStrong knowledge of liquor sales and the KZN...