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 DescriptionAre you a strategic thinker with a passion for customer satisfaction and loyalty?
Do you have experience leading high-performing teams to drive retention and reduce churn? If you’re ready to take on a pivotal role where you can make a real impact, we want YOU to lead our Retentions Team!
So, what will you do?
The Retentions Team Lead will be responsible for leading and motivating the Retentions team ensuring that all Customer Retentions Specialists are meeting their performance requirements (KPIs) while retaining our Active Merchant Database. The Retentions Team Lead will assist the Retentions Manager in driving reactive as well as proactive strategies which support the Retentions Strategy. They will be responsible for supporting, training and coaching the team to deliver exceptional customer engagements which keeps our merchants trading and maintained in a proactive manner, as well as manage campaigns to help reactivated Dormant and Churned merchants.
In addition to the above, you will:
Customer Experience/Service Delivery:
- Drive and maintain service excellence through QA coaching and process enhancement sessions.
- Increase merchant reactivation through efficient handling time across CRM platform and telephonically
- Ensure that the team achieves call and ticket SLA’s as defined with the Line Manager
- Ensure merchant save rate is monitored and managed closely.
Escalations:
- Immediate escalation of critical/technical issues to senior management
- Ensure proper escalations when any systems or tools are down and that proper communication is rendered to the Line Manager & Head of Retentions
- Provide unsurpassed customer experience to any queries/ issues within the agreed SLA’s
- Assist in resolving escalated customer issues and complaints in a timely and effective manner.
Team Management:
- Set clear team goals and targets based on Smart Goals
- Oversee day to day teams operations and drive all operational processes to achieve business objectives
- Provide daily, weekly and monthly reporting to agents and line manager including shift scheduling
- Monitor team performance and report on these metrics, as well as provide support when required
- Identify training needs and provide necessary coaching
- Support in the creation of monthly operational strategy for the team to achieve Smart Goals
- Work with QA Specialists to ensure that proper telephone etiquette, call quality and call handling is adhered to
- Communicate with team about their performance and implement one on one sessions
- Plan and help organise team building initiatives
- Daily check ins with the team to understand their objectives and align those with team targets
- Support with any and all disciplinary matters and performance related issue.
Minimum of a matric qualification.
Deal breakers:
- 1 – 2 years supervisory or management experience.
- 2 – 3 years in a customer service or Retention focused role in a contact centre environment.
Additional Skills & Knowledge:
- Excellent written and verbal communication skills with a specific focus on Customer Service and Retention.
- In-depth knowledge of performance metrics for Retentions and Customer Service.
- MS Office Skills and Time management skills.
Perks of joining the Tribe?
- Work in a high-growth company with tangible results you're accountable for.
- 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.
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What We Do
iKhokha is a co-founder led financial technology company that believes every South African entrepreneur should be given the opportunity to compete in the digital economy – because when small businesses grow, Mzansi thrives.All our digital payment solutions are built in-house at our HQ in Umhlanga where we manage the entire product life cycle from research to design, development, user testing, rollout, and product evolution.From Tap & Go enabled card machines to point-of-sale systems, top-tier ecommerce products (such as iK Pay Gateway) and, of course, the iKhokha app, we pride ourselves on building highly competitive products at affordable prices to give businesses the payment tools they need to succeed, both in-person and online.Whether through our speed point machines or our ecommerce payment solutions, our merchants enjoy the lowest transaction rates in South Africa. And to reward them for trading with us, these rates keep getting lower the more they sell!Our merchants can also access working capital after just three months of trade using our iK Cash Advance product and can increase their basket size by selling prepaid products with iK Prepaid on the iKhokha app.At our core, we’re here to help entrepreneurs and businesses of all sizes start, run, and grow. We use tech to create meaningful experiences that uplift our communities, add value, and make running a business less of a dream and more of a reality.
