Customer Support Officer

iKhokha; Durban; On-site; ZAR 150 000 - 250 000; Full time

Job summary

Join a dynamic fintech company as a Customer Support Officer, where you'll be the frontline advocate for customers. In this role, you'll resolve technical support queries, manage customer interactions through various channels, and ensure compliance with service level agreements. This innovative firm offers a hybrid work model and a collaborative culture, where your contributions will drive positive change and growth. If you're passionate about customer service and eager to make a difference, this is the perfect opportunity for you to thrive in a supportive environment.

Benefits

Medical Aid

Study Leave

On-demand Learning

Coffee on Tap

Collaborative Culture

Qualifications

• 1-2 years of customer service or call center experience required.
• Proficient in CRM tools and Microsoft Office applications.

Responsibilities

• Act as a liaison between customers and internal teams, resolving queries promptly.
• Handle complaints via calls, emails, and tickets, ensuring satisfaction.

Skills

Customer Service

Technical Support

Communication Skills

Problem Solving

De-escalation

Education

Matric

Tools

CRM Software

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

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.
• Ensure POPIA Compliance.
• Accurately capture and manage customer details and interactions on the 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 merchant's 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 center 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.
• De-escalate 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.

Remote Work: Employment Type:

Full-time

Key Skills: Corporate Paralegal, Accounts Handling, CNC, Architectural Design

Experience: years

Vacancy: 1