Customer Support - Digital Specialist

iKhokha is a place where chance-takers become change-makers. At iKhokha, we believe in better. As you'd expect, our pace is fast-moving and ever-changing. We like it that way. As one of the fastest-growing FinTech's in Africa, we've built a team of global change-makers who want to make an impact. If you believe in a better future, be a chance-taker and help us empower small businesses in South Africa.

Job Description

Are you passionate about delivering exceptional customer experiences? Do you thrive on solving problems and ensuring seamless digital support? If so, we want you on our team!  We’re looking for a Customer Support: Digital Specialist who is customer-obsessed, solution-driven, and committed to providing flawless service. If you love engaging with people, tackling challenges head-on, and making a real impact, this is the role for you!  So, what will you do?   You will professionally handle incoming requests from customers via social media platforms (Twitter, HelloPeter, Instagram, Facebook, Google reviews). Ensure that issues are resolved both promptly and thoroughly according to iKhokha Service Level Agreements (SLAs).  In this role you will be required to perform similar duties as of a Customer support officer and additionally respond to all of iKhokha’s social media platforms simultaneously.  In addition to the above, you will:  

• 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

Qualifications

• Minimum of a matric qualification.
• Diploma in social media advantageous. 

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. 

Additional skills 

• Social media legal guidelines. 
• How to effectively respond to Customers on All social platforms.
• Knowledge of social media best practices. 
• African Language advantageous.

Additional Information

Perks of joining the Tribe? 

• 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.