Your main objective will be:

To thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer and document interactions through contact-tracking within the CRM system.

You will be responsible for acting as a liaison between customers and the various internal ‘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 queries

Key responsibilities:

• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly according to 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

Other duties when required:

• Inform customer of deals, promotions and new products/services
• Support Sales team during peak times when at capacity
• Handle social media queries when social media specialist is unavailable
• Maintain customer records
• Attend training to expand on customer service knowledge, skills and standards

Knowledge, Skills and Experience:

• A minimum of 1 year’s customer service experience
• Ability to communicate clearly and professionally, both verbally and in writing
• Excellent negotiation and objection handling skills
• Must be fluent in English and one other South African language
• Good knowledge of social media platforms such as Facebook, Twitter, YouTube and Instagram
• Experience in using a CRM tool for managing customers. Knowledge of Zoho is advantageous.
• Proficient at Outlook, Word, Excel, PowerPoint and internet usage

Attributes

• Highly developed sense of integrity and commitment to customer satisfaction
• Demonstrate a passion for excellence with respect to treating and caring for customers
• Be able to handle complaints and unpleasant customers and convert them to happy customers
• Strong decision-making and analytical abilities
• Strong detail orientation and communication/listening skills
• Willing to work a flexible schedule and occasional overtime when needed
• Driven team-player, motivated to take responsibility and ensure successful outcomes
• Must enjoy working in a high pressure, dynamic environment
• willing to work a flexible schedule; weekend work will be required on a roster basis