Customer Support Officer

As a Customer Support Officer at iKhokha, your responsibilities include addressing customer complaints, handling queries via various channels, and serving as a liaison between customers and internal teams. You'll manage issues related to orders, deliveries, refunds, merchant accounts, and technical inquiries, all while ensuring high-quality customer service aligns with our company's service level agreements.

To qualify for the Customer Support Officer role at iKhokha, you must have completed Matric and ideally possess 1-2 years of customer service or call centre experience. Familiarity with using CRM tools and proficiency in Microsoft Office applications are also essential. Strong communication skills, both verbal and written, are a must, along with an ability to resolve issues effectively.

At iKhokha, we value our team members' growth. As a Customer Support Officer, you’ll have access to on-demand learning and development opportunities, as well as the possibility of study leave. We also provide plenty of chances for hands-on training and the opportunity to suggest improvements, ensuring you’re continuously developing your skills in a collaborative environment.

Working at iKhokha offers a unique experience through our engaging company culture and commitment to innovation. Being part of a high-growth organization, you’ll directly impact small businesses while enjoying hybrid work models and a friendly team environment. The supportive leadership and focus on employee well-being creates a place for all-round growth and job satisfaction.

The work culture at iKhokha is vibrant, collaborative, and supportive. Our team embodies a spirit of camaraderie, where every voice is valued. Customer Support Officers engage in teamwork, share experiences, and inspire each other daily, making it not just a job, but a family of passionate change-makers committed to driving positive outcomes in the FinTech space.

To effectively handle difficult customers, it is crucial to remain calm and listen actively to their concerns. Acknowledge their feelings and reassure them that you are there to help. Share how you would resolve their issue step by step, stating your commitment to finding a solution. This shows empathy and that you care about their situation, which can often diffuse tension.

Managing multiple queries requires prioritization and organization. I would categorize requests based on urgency and complexity, addressing the simplest issues first to quickly resolve those customers. I also utilize CRM tools effectively to track inquiries and set reminders for follow-ups, ensuring that every customer receives timely and accurate responses.

Certainly! In a previous role, I encountered a situation where a customer was struggling with their software installation. After calmly guiding them through the troubleshooting process, I realized they needed a version update. I walked them through downloading it and provided step-by-step instructions. The customer was grateful, and I learned the importance of patience and clear communication in resolving technical issues.

Ensuring compliance involves being well-versed in company policies and understanding the boundaries of service. I always refer to scripts and training materials while addressing customer concerns. This allows me to provide accurate information while also finding ways to fulfill customer needs within those guidelines whenever possible.

I've worked extensively with CRM systems to manage customer interactions and data. I utilize it to log inquiries, track resolutions, and analyze customer feedback. This experience has helped me improve overall customer service by identifying common issues and streamlining processes. I believe that effective use of CRM can significantly enhance the customer support experience.

When an issue requires escalation, I ensure I gather all relevant details about the customer's concerns and the steps I have taken to address them. This information is crucial for the next person handling the case. I communicate clearly with the customer about the escalation process, so they know their issue is in capable hands, improving their confidence in our support system.

Staying updated involves actively engaging with training sessions, utilizing internal resources, and participating in team meetings to discuss product changes and updates. I also take the initiative to explore new product features through hands-on experience, which helps me provide informed assistance to customers.

I am drawn to iKhokha because of its commitment to empowering small businesses and creating transformative solutions within the FinTech landscape. Working as a Customer Support Officer allows me to be on the front lines of this mission, helping customers navigate challenges and drive success. I share a passion for delivering exceptional service and am excited to contribute to a team dedicated to positive change.

Success in the Customer Support Officer role can be measured through customer satisfaction scores, first-call resolution rates, and overall feedback. I believe in setting personal goals for response times and issue resolution, as well as seeking continuous improvement through feedback from customers and managers alike.

To de-escalate situations, I prioritize active listening and expressing understanding of the customer's feelings. I validate their concerns and assure them that I am dedicated to finding a solution. Using a calm and empathetic tone helps ease tension, and I work diligently to provide practical solutions that resolve their issues swiftly.