Customer Service Consultant

iKhokha; Durban; Hybrid; ZAR 250 000 - 300 000; Full time

Job summary

A fintech company in Durban is seeking a Customer Service Consultant to ensure exceptional support for merchants. This role involves resolving queries and complaints, managing merchant communications, and providing product and technical support. Candidates should have a Matric qualification and at least one year of customer service experience. This position offers competitive remuneration and a flexible work model.

Benefits

Hybrid work model

Competitive remuneration

Study leave

On-demand learning access

Friendly collaborative culture

Qualifications

• 1 year of customer service or call centre experience.
• Experience in using a CRM tool for managing customers.
• Providing world-class customer service.

Responsibilities

• Handle requests from merchants and resolve issues promptly.
• Target first call resolution where applicable.
• Product & technical support for merchant issues.

Skills

Customer service

Call Centre experience

CRM tool usage

Technical support

First call resolution

Education

Matric / Grade 12

Tools

Outlook

Word

Excel

PowerPoint

ServiceNow

Job description

iKhokha is looking for a Customer Service Consultant to join our dynamic Product Division!

We're seeking a passionate customer-focused individual with a strong sense of urgency and commitment to delivering exceptional support.

If you're driven solution-oriented and excited to make a real impact in the fintech space we'd love to hear from you!

So what will you do

As a Customer Service Consultant you will be the vital link between new and existing merchants and the various internal departments assisting with complaints resolution and any queries via calls emails social media chat channels and tickets (inbound or outbound channels) as set out by an assigned campaign such as onboarding orders deliveries cancellations / retentions refunds exchanges settlement queries merchant accounts billing statements technical hardware support software and all other product queries.

In addition to the above you will:

• Professionally handle requests from merchants and ensure that issues are resolved both promptly and thoroughly according to iKhokha Service Level Agreements (SLAs).
• Target First call resolution where applicable.
• Manage and take ownership of Merchant Complaints and drive resolution through to completion.
• Product & Technical support (Device troubleshooting) : Ensure thorough technical troubleshooting is performed to resolve merchant issues.
• Educate merchants on how to utilize products purchased and benefits included.
• Efficiency and accuracy : Respond to merchant queries promptly professionally and with Empathy.
• Ensure each interaction is helpful and drives value to the merchant.
• Customer satisfaction : Achieve positive reviews post service interactions.
• Ensure that the follow up process is adhered to and that feedback is always provided to the Merchant.
• Ensure that call and ticket Service Level Agreements (SLAs) are met as defined with the Team Lead and Line Manager.
• Processing of orders applications and requests.
• Adhere to Company Policy and Processes.
• Feedback loop to Team Leads (TLs) regarding customer feedback pain points common issues and feature requests.
• Escalations : Escalate Urgent Queries which require input from Senior Management or the Product Team. Ensure proper escalations when any systems or tools are down and that proper communication is rendered to the Team Lead and Line Manager.
• Data capturing and admin processes : Ensure attention to detail when capturing merchant information and submitting personal info / docs.

Qualifications

• Matric / Grade 12 or higher

Deal Breakers

• 1 year 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.
• Providing world class customer service.
• First call resolution.
• 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 reduced Gap cover rates. Medical Aid and Group Risk scheme contributions.
• Visionary leadership.
• Seize the opportunity for study leave.
• Access to on-demand learning at your fingertips.
• 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.

Remote Work: No

Employment Type: Full-time

Key Skills: Business Development,Sales Experience,B2B Sales,Time Management,HP Service Manager,Windows,ServiceNow,Relationship Management,Operating Systems,Management Consulting,Troubleshooting,Automotive Service

Experience: years

Vacancy: 1