Customer Retentions Consultant

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.

Are you a passionate customer service professional with a talent for turning conversations into connections? iKhokha is expanding, and we’re on the lookout for a Customer Retentions Consultant to join our dynamic iKTribe.

If you’re confident in engaging with merchants and building strong relationships over the phone, this could be the perfect opportunity for you.

So, what will you do? 

You will be responsible for maintain and retaining all iKhokha merchants. The focus will include proactive and reactive retentions campaigns which assist in maintaining our active merchant database.

You will educate merchants on the various ways to use products in a hassle-free and customer centric manner as well as provide over the phone training on how to us new features and grow existing merchant product portfolios.

In addition to the above, you will: 

• Maintain favourable merchant relationships.
• Increase merchant reactivation through efficient handling time across CRM platform and telephonically.
• Conduct courtesy calls to ensure product and service satisfaction & gain further insights to drive business improvements across all verticals.
• Contact targeted merchants specific to business requirements and targeted campaigns to drive optimal use of business offerings.
• Interact with escalations of merchants daily, responding to their questions or concerns and guiding them to the appropriate service.
• Provide unsurpassed customer experience to promote retention and loyalty
• Introduce and educate merchants on how to utilize new and existing products and benefits included.
• Conduct reactivation calls and educate merchants to get trading
• Ensure technical issues are resolved.
• Product & Technical support (Device troubleshooting): Ensure thorough technical troubleshooting is performed to resolve merchant issues.
• Educate merchants on how to utilize products purchased and benefits included.
• Professionally handle requests from merchants and ensure that issues are resolved both promptly and thoroughly according to iKhokha Service Level Agreements (SLAs).
• Ensure attention to detail when capturing merchant information efficiently and accurately.
• Submit outstanding documents from merchants to FICA for profile completion or profile switching.
• Assist Key Account Specialists with customer follow up’s and enquires arising, to ensure efficient merchant management.
• Escalate urgent queries that require input from senior management.
• Ensure proper escalations when any systems or tools are down and that proper communication is rendered to the Team Lead and Line Manager.

Completed Matric/Grade 12

Deal Breakers: 

• 1 – 2 years call centre experience with exposure to CRM platforms.
• Excellent written and verbal communication skills with a specific focus on customer service and retentions. Data capturing and detail orientation with a good understanding of technical support.
• Product, FICA, Technical Support and Customer Service.

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. 

Stay Sharp!
Job scams are out there, but we’ve got your back. Here’s how to keep it real when applying:

Apply the iK way:
Go via our Careers page or verified platforms (Smart Recruiters).
We’ll never ask for payment, personal financial details, or anything unusual during the hiring process. If someone does, it’s a scam, report it.
If something feels off, pause and confirm the role on our site before responding.

Your journey to join the iKTribe starts with trust and we’re here to keep it simple and secure.