Job Description

Company DescriptioniKhokha is a place where chance takers become change makers. At iKhokha, we believe in better. As you'd expect, our pace is fast-moving and ever-changing. We like it that way. As one of the fastest growing Fintech's in Africa we've built a team of global change-makers who want to make an impact. If you believe in a better future, be a and help us empower small businesses in South Africa.iKhokha has exciting opportunities!Were looking for a Customer Onboarding Specialist to join our dynamic Onboarding Team.If youre ready for a challenge, willing to jump in and be a team player and be able to make a difference then keep readingSo, 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.In addition to the above, you will: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 loyaltyEnsure that call and ticket SLAs 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.

Deal Breakers:1 - 2 years call centre experience with 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.FICA, Technical Support and Customer Service.Excellent written and verbal communication skills with a specific focus on customer serviceData capturing and detail orientation with a good understanding of FICA requirementsEffective communication skills with good telephone and email etiquetteAbility to handle pressure and large volumes of work with speed and accuracyProblem SolvingProduct and technical knowledgeFraud and RiskAdditional InformationPerks 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 (its 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.

iKhokha