Customer Support Officer

Customer Success · Durban, KwaZulu Natal
Department Customer Success
Employment Type Permanent
Minimum Experience Experienced

iKhokha is seeking a Customer Support Officer to join our Growth Division. We are looking for an outstanding individual who is customer-centric, with a sense of urgency and commitment to respond to and resolve technical support queries from our customer base.

 

So what will you do?

You will be responsible for acting as a liaison between customers and various internal iKhokha ‘hubs’ assisting with complaints and any queries relating to but not limited to: Orders, deliveries, cancellations, refunds, exchanges, Merchant accounts, billing, statements, technical hardware, software and product related queries.

 

Deal Breakers:

Completed Matric / Grade 12.

1 - 2 years customer service experience with a focus on technical support skills.

1 - 2 years experience working within a call centre environment in a support/customer focused role.

Experience in using a CRM tool for managing customers.  Knowledge of Hubspot would be advantageous.

Computer literate and proficient on the following MS Office packages; Outlook, Word, Excel, PowerPoint.

Excellent communication skills, both verbally and in writing.

Excellent negotiation and objection handling skills.

 

What would you be responsible for?

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, live chat and social media platforms.

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

Review applications submitted and assist customers with KYC and FICA requirements for successful on-boarding.

Escalate any urgent queries or issues that require input from Senior Management.

Compile weekly reports on call volumes and related statistics.

Compile monthly reports on overall ‘state-of-our-customers’.

Accurately capture and manage customer details and interactions on CRM system Be proactive in suggesting any changes or improvements to scripting, sales or service procedures that will benefit iKhokha and our customers.

Thank You

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  • Location
    Durban, KwaZulu Natal
  • Department
    Customer Success
  • Employment Type
    Permanent
  • Minimum Experience
    Experienced