Customer Support Officer

Summary

Join iKhokha as a Customer Support Officer in the Product Division. You will be the primary point of contact for customers, addressing complaints and queries via various channels (calls, tickets, email, WhatsApp). Responsibilities include resolving issues related to orders, deliveries, cancellations, refunds, merchant accounts, billing, and technical support. You will need to professionally handle requests, apply company policies, and escalate urgent issues. The role requires strong communication skills and experience in customer service and CRM tools. iKhokha offers a hybrid work model, competitive benefits (including medical aid and group risk), study leave, and professional development opportunities.

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
• Call Centre, Customer service, Technical support

Responsibilities

• Act as a liaison between customers and internal iKhokha teams
• Address customer complaints and handle queries via calls and tickets
• Resolve issues related to orders, deliveries, cancellations, refunds, exchanges, merchant accounts, billing, statements, and technical hardware and software inquiries
• 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, tickets and WhatsApp
• 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
• Be flexible to work on Adhoc campaigns as and when needed from the business
• Escalate any urgent queries or issues that require input from Senior Management
• POPIA Compliance
• 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
• As trained ensure thorough technical troubleshooting is performed until a defect or the problem is found and perform necessary techniques to resolve the merchants issue at hand
• If this cannot be resolved it should be escalated immediately to your direct report

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