Customer Service Consultant

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

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

If youre driven solution-oriented and excited to make a real impact in the fintech space wed 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 :

Deal Breakers :

Additional Information :

Perks of joining the Tribe

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