Customer Onboarding Specialist
- uMhlanga, South Africa
- Full-time
- Work policy: Onsite
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 push each other to challenge the status quo. If that doesn’t appeal to you, you probably shouldn’t work here.
Job Description
iKhokha has exciting opportunities!
We’re looking for a Customer Onboarding Specialist to join our dynamic Onboarding Team.
If you’re ready for a challenge, willing to jump in and be a team player and be able to make a difference then keep reading…
So, what will you do?
You will be responsible for onboarding all iKhokha merchants and ensuring that all merchants meet success by initiating a seamless and efficient set up and account activation.
You will educate merchants on the various ways to use products in a hassle-free and customer centric manner.
Deal Breakers
- 1-2 years’ call centre experience
- Must have experience in MS office
- Exposure to CRM platforms
- Excellent written and verbal communication skills with a specific focus on customer service
- Data capturing and detail orientation with a good understanding of FICA requirements
- Effective communication skills with good telephone and email etiquette
- Ability to handle pressure and large volumes of work with speed and accuracy
- Problem Solving
- Product and technical knowledge
- FICA
- Fraud and Risk
- Customer Service
What would you be responsible for?
- Increase merchant conversion/activation through efficient handling time across CRM platform and telephonically.
- Identify outstanding FICA requirements and proactively request these documents from merchants.
- Keep merchants informed of all changes and processes. Conduct courtesy calls/emails to ensure product and service satisfaction.
- Provide unsurpassed customer experience to promote retention and loyalty.
- Ensure that call and ticket SLA’s are met as defined with the Team Leader and Line Manager.
- Achieve positive reviews on social media platforms.
- Interact with escalations of merchants daily, responding to their questions or concerns and guiding them to the appropriate service.
- Introduce and educate merchants on how to utilize products purchased and benefits included.
- Conduct activation calls and educate merchants to get trading.
- Ensure technical issues are resolved.
- Ensure attention to detail when capturing merchant information efficiently and accurately.
- Submit outstanding documents from merchants to FICA for profile completion.
- Escalate urgent queries that require input from senior management.
- Ensure proper escalations when any systems or tools are down and that proper communication is rendered to the Team Leader and Line Manager.
Qualifications
- Minimum of a matric qualification.
Additional Information
Perks of joining the Tribe?
- You get to work in a high growth company. Sink your teeth into meaningful work with tangible results you are accountable for.
- Hybrid, remote and in office work models.
- Remuneration & Benefits. We offer Company contributions to Medical Aid and a Group Risk Scheme.
- Visionary Leadership.
- Study leave.
- Access to on demand learning and development.
- A friendly, collaborative culture and 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 onsite Barista
All the best with your applications
