Customer Onboarding Administrator

Summary

Join iKhokha's dynamic Onboarding Team as a Customer Onboarding Administrator. You will manage inbound communication regarding new and existing merchant onboarding, ensuring the pipeline is updated with necessary documents. Responsibilities include increasing merchant conversion, identifying outstanding FICA requirements, updating merchant communication on tickets, meeting SLAs, engaging with partners, accurately capturing merchant information, submitting documents to specialists, escalating urgent queries, and reporting system issues. The role requires a matric qualification and 1-2 years of call center experience with CRM platforms. Excellent communication and data capturing skills, along with FICA knowledge, are essential. iKhokha offers competitive remuneration, benefits (including reduced Gap cover rates, Medical Aid and Group Risk scheme contributions), hybrid work models, study leave, on-demand learning, and a collaborative culture.

Requirements

• Minimum of a matric qualification
• 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

Responsibilities

• Sort all inbound communication regarding onboarding of new and existing iKhokha merchants
• Ensure that the onboarding pipeline is kept up to date with all the necessary documents that are sent from merchants, support and partners
• Respond to partners with queries regarding onboarding of partner merchants
• Increase merchant conversion/activation through efficient handling time across CRM platform
• Identify outstanding FICA requirements and update onboarding tickets accordingly
• Ensure all merchant communication is updated on the associated ticket
• Ensure that ticket SLA’s are met as defined with the Team Leader and Line Manager
• Engage with partners relating to their profiles / sales submitted
• Ensure attention to detail when capturing merchant information efficiently and accurately
• Submit outstanding documents from merchants to onboarding specialist
• 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
• Escalate queries that are not handled within the SLA to the departments Team Leader

Benefits

• 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 reduced Gap cover rates. Medical Aid and Group Risk scheme contributions
• Visionary leadership
• Seize the opportunity for study leave
• Access to on-demand learning at your fingertips
• Experience a friendly, collaborative culture with 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 very own onsite Barista