Customer Service Consultant at iKhokha, uMhlanga

Customer Service Consultant at iKhokha, uMhlanga

🌟 Opportunity Spotlight: Customer Service Consultant at iKhokha (FinTech)

Location: uMhlanga, South Africa

Type: Full-time, Onsite

About iKhokha: Driving FinTech Innovation

iKhokha is a rapidly expanding force in the African FinTech landscape, dedicated to empowering South African small businesses. We are a dynamic company where visionary thinking meets tangible results. As one of the continent’s fastest-growing FinTechs, we offer a high-paced, ever-evolving environment that attracts global change-makers who are committed to creating a better future. If you are a chance-taker ready to make a significant impact on economic empowerment, iKhokha provides the platform.

The Role: Customer Service Consultant

iKhokha is seeking a highly motivated and customer-centric Customer Service Consultant to join our Product Division. This is a critical role for an individual with a strong commitment to delivering exceptional support and a demonstrated sense of urgency. We are looking for a driven, solution-oriented professional excited to thrive within the fast-moving FinTech sector.

Key Responsibilities:

The Customer Service Consultant acts as the essential connection point between new and existing merchants and various internal departments. Responsibilities cover all inbound and outbound channels (calls, emails, chat, social media, tickets) across a wide range of merchant needs, including:

• Service Delivery: Professionally manage merchant requests and ensure prompt, thorough resolution in adherence to iKhokha Service Level Agreements (SLAs), consistently targeting First Call Resolution (FCR) where applicable.
• Complaint & Issue Management: Take full ownership of merchant complaints, driving the resolution process to completion and providing timely feedback.
• Technical & Product Support: Conduct thorough technical troubleshooting for device and software issues, and proactively educate merchants on product utilization and benefits.
• Operational Excellence: Maintain efficiency and accuracy in all interactions, ensuring every response is professional, empathetic, and adds value to the merchant experience.
• SLA Adherence: Ensure all call and ticket SLAs are consistently met as defined by management.
• Processing & Administration: Accurately process orders, applications, requests, and complete data capture/admin processes with meticulous attention to detail.
• Feedback & Escalation: Provide a crucial feedback loop to Team Leaders regarding customer pain points and feature requests. Efficiently escalate urgent queries to Senior Management or the Product Team, ensuring clear communication regarding system status.

Qualifications & Requirements:

• Matric/Grade 12 or higher.
• Non-Negotiable: Minimum of 1+ years of experience in a customer service or call centre environment.
• Proven experience utilizing a CRM tool for customer management.
• Proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) and general internet usage.
• Demonstrated expertise in delivering world-class customer service, FCR, and technical support.

Why Join the iKhokha Tribe?

We invest in our people by offering a stimulating environment and competitive benefits:

• Impact: Work in a high-growth company where you are directly accountable for tangible results.
• Flexibility: Benefit from hybrid, remote, and in-office work models.
• Compensation: Competitive remuneration and benefits, including contributions to Medical Aid and Group Risk schemes, and reduced Gap cover rates.
• Growth: Access to structured study leave and on-demand learning resources.
• Culture: A friendly, collaborative culture driven by visionary leadership and a team of passionate professionals.
• Onsite Perks (at HQ): Complimentary coffee and hot beverages prepared by our onsite barista.