Customer Support Officer

Summary

Join iKhokha as a Customer Support Officer in the Product Division. Act as the primary point of contact for customers, addressing complaints and queries via various channels (calls, tickets, etc.). Responsibilities include handling orders, deliveries, cancellations, refunds, merchant accounts, billing, and technical issues. You will ensure prompt and thorough resolution of issues, adhering to service level agreements. Proactively suggest improvements to processes and escalate urgent matters. POPIA compliance is crucial. The role requires 1-2 years of customer service experience, CRM proficiency, and strong communication skills.

Requirements

• Matric
• 1- 2 years of customer service or call centre experience
• Experience in using a CRM tool for managing customers
• Proficient at Outlook, Word, Excel, PowerPoint and internet usage
• Ability to communicate clearly and professionally, both verbally and in writing
• First call resolution
• Deescalate situations and take ownership

Responsibilities

• Act as the primary point of contact for customers, addressing complaints and queries via various channels (calls, tickets, etc.)
• Handle orders, deliveries, cancellations, refunds, merchant accounts, billing, and technical issues
• Ensure prompt and thorough resolution of issues, adhering to service level agreements
• Proactively suggest improvements to processes and escalate urgent matters
• Maintain POPIA compliance

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 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 (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