iKhokha Job Vacancy Application Details

iKhokha is one of the fastest-growing fintech companies in Africa. As you’d expect, our pace is fast-moving and ever-changing. We like it that way.
Our office is a high performance environment where we push each other to challenge the status quo. If that doesn’t appeal to you, you probably shouldn’t work here.

We are searching for a Customer Support: Digital Specialist to join our Tribe.

Customer centricity, an enthusiasm for flawless service and a passion for problem solving are characteristics we are looking for in a new support team member.

So, what will you do?

You will professionally handle incoming requests from customers via social media platforms (Twitter, HelloPeter, Instagram, Facebook, Google reviews) .

You will ensure that issues are resolved both promptly and thoroughly according to iKhokha Service Level Agreements (SLAs).

Deal Breakers

• A minimum of 1 year’s exposure to social media, including but not limited to Facebook, Hello Peter, Twitter, Instagram & WhatsApp for business.
• A minimum of 1 year’s customer service experience
• Experience in using a CRM tool for managing customers. Knowledge of HubSpot is advantageous.
• Proficient at Outlook, Word, Excel, PowerPoint and internet usage.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Online Chat experience.
• Social media legal guidelines.
• Effectively respond to Customers on All social platforms.
• Knowledge of social media best practices.
• African Language advantageous.
• Call centre, Customer service, Social Media.

What would you be responsible for?

• Engage with our audience sincerely by giving them attention and feedback on their posts and input in real-time.
• Provide unsurpassed customer experience to any queries/issues within the agreed iKhokha SLA (FB messenger, News feed, Inbox, IG, Twitter, & WhatsApp for business).
• Remove inflammatory or inappropriate comments (when deemed necessary).
• Immediate escalation of critical/reputational issues to management.
• Real-time logging of customer leads/prospects to our CRM.
• Manage HelloPeter account.
• 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 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.
• Accurately capture and manage customer details and interactions on CRM system.

Perks of joining the Tribe?

• You get to work in a high growth company. Sink your teeth into meaningful work with tangible results you are accountable for.
• Hybrid, remote and in office work models.
• Remuneration & Benefits. We offer Company contributions to Medical Aid and a Group Risk Scheme.
• Visionary Leadership.
• Study leave.
• Access to on demand learning and development.
• A friendly, collaborative culture and 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 onsite Barista.