Category: Jobs

Job Description

• Embark on a rewarding journey with iKhokha as we seek a Customer Support Officer to join our thriving Product Division. We’re in pursuit of an extraordinary individual – a customer-centric pro with a sense of urgency and unwavering commitment to tackling and resolving technical support queries from our diverse customer base. 

So, what will you do?  

• You will be the frontline advocate, acting as a liaison between our valued customers and the various internal iKhokha ‘hubs.’ 
• You will be responsible for addressing complaints and handling queries via calls and tickets. From orders and deliveries to cancellations, refunds, exchanges, merchant accounts, billing, statements, and technical hardware and software inquiries – you’ll be the go-to person ensuring our customers receive top-notch support. 
• Eager to be a part of an energetic team, driving positive change and growth? iKhokha beckons… 
• Dive headfirst into the fintech universe with us, and let’s revolutionize the support experience, managing queries one at a time! 

In addition to the above, you will:  

• 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, tickets and WhatsApp.  
• 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. 
• Be flexible to work on Adhoc campaigns as and when needed from the business.  
• Escalate any urgent queries or issues that require input from Senior Management. 
• POPIA Compliance.  
• Accurately capture and manage customer details and interactions on CRM system Be proactive in suggesting any changes or improvements to scripting, sales or service procedures that will benefit iKhokha and our customers. 
• As trained ensure thorough technical troubleshooting is performed until a defect or the problem is found and perform necessary techniques to resolve the merchants issue at hand.  
• If this cannot be resolved it should be escalated immediately to your direct report. 

Qualifications

Deal Breakers:  

• 1- 2 years of customer service or call centre experience.  
• Experience in using a CRM tool for managing customers.   
• Proficient at Outlook, Word, Excel, PowerPoint and internet usage.  
• Ability to communicate clearly and professionally, both verbally and in writing  
• First call resolution  
• Deescalate situations and take ownership  
• Call Centre, Customer service, Technical support 

So, what will you do?  

• You will be creative and data-driven to craft high-converting digital assets that drive engagement and business growth. 
• You will design compelling visuals for websites, landing pages, social media, email campaigns, and digital advertisements, all with a focus on optimising user experience and maximising conversion rates. 
• You will require a balance of creativity and strategic thinking so that you can take an idea from concept to execution while keeping conversion-focused design principles in mind. 

In addition to the above, you will:  

• Design high-quality digital assets, including website graphics, banners, social media visuals, email templates, and display ads. 
• Create engaging UI/UX designs for web and mobile applications. 
• Develop motion graphics and animations for digital content as needed. 
• Ensure all digital assets align with brand guidelines and maintain a consistent visual identity. 
• Collaborate with marketing and content teams to produce compelling designs that enhance brand messaging. 
• Innovate and push creative boundaries to elevate the brand’s digital presence. 
• Work closely with developers, marketers, and content creators to execute design projects. 
• Translate complex ideas into user-friendly and visually appealing designs. 
• Maintain and organize design assets for efficient workflow and collaboration. 
• Optimize digital designs for various platforms, ensuring responsiveness and high-quality rendering. 
• Test and refine designs based on user feedback and analytics insights. 
• Stay up to date with design trends, tools, and industry best practices. 

Qualifications

Deal Breakers:  

3+ years’ experience with the following:  

• Experience in digital design, graphic design, UI/UX, or a related field. 
• Experience working in an agency, e-commerce, SaaS, or performance marketing environment. 
• Expertise in Adobe Creative Suite (Photoshop, Illustrator, XD, After Effects) and Figma for web and mobile design. 
• Experience designing conversion-focused landing pages, email templates, paid ads, and social media creatives. 
• Strong understanding of UX/UI principles, usability best practices, and user psychology to enhance digital experiences.  
• Proficient in automation tools and frontend technologies such as HTML and CSS, with hands-on experience using CMS platforms like HubSpot and WordPress.  

So, what will you do?  

• You will be responsible for growing the iKhokha customer base and be accountable for hitting steep sales targets in Pietermaritzburg & Surrounding Areas.

Trade areas: 

• Pietermaritzburg, Edendale, Imbali, Dalton, New Hanover, Greytown, Mphophomeni and Hopewell.  
• We need H U N T E R S who will actively source and find new sales opportunities, build a sales pipeline and most importantly, close deals.  If you enjoy a fast paced environment and love a challenge, then keep reading on… 

In addition to the above, you will: 

• Prospect and canvass for new customers in targeted areas and targeted industries 
• Post-sale call and follow ups, logging all activity and demos with clients          
• Promotional or new product upsell/cross sell/service calls 
• Research new sales leads, plan country trips and execute plans to acquire new customers 
• Ensure all set company Gross Profit, Device sales and Demo targets are achieved on a monthly & quarterly basis 
• Complete feedback loops as required which includes Swarm and demo feedback and HubSpot usage and deal pipeline management 
• Provide proactive feedback regarding suggested changes or improvements to sales or service procedures that could improve the business                      
• Sign-up merchants and assist them with FICA documentation required 
• Complimentary follow up visits 
• Full focus on specialized campaigns and reporting in detail on this such as top merchant campaign or area targeted campaigns 
• Uphold company standards and values at all times when representing the brand 
• Monitor competition in the marketplace and share any relevant insights 
• Take full ownership and accountability for resolving customer complaints by investigating problems, offering solutions and making recommendations to management. 
• Maintain professional and technical knowledge through ongoing self and shared learning. 

Qualifications

Deal breakers: 

• Minimum 3 year’s Field/Outbound Sales experience. 
• Previous exposure working within merchant services or banking sector is advantageous. 
• Excellent communication skills both verbal and written.                             
• Intermediate knowledge using Outlook, Word, Excel, PowerPoint, Sales Software & CRM.             
• FICA training advantageous.                                                                
• Valid driver’s license and own reliable transport is essential. 

Additional Skills & Knowledge: 

• Proven track record delivering on sales targets and successfully dealing with customer relationships.  
• Advanced knowledge of Sales funnel & pipeline management. 

So, what will you do?  

• You will be responsible for growing the iKhokha customer base and be accountable for hitting steep sales targets in Pietermaritzburg & Surrounding Areas.

Trade areas: 

• Pietermaritzburg, Edendale, Imbali, Dalton, New Hanover, Greytown, Mphophomeni and Hopewell.  
• We need H U N T E R S who will actively source and find new sales opportunities, build a sales pipeline and most importantly, close deals.  If you enjoy a fast paced environment and love a challenge, then keep reading on… 

In addition to the above, you will: 

• Prospect and canvass for new customers in targeted areas and targeted industries 
• Post-sale call and follow ups, logging all activity and demos with clients          
• Promotional or new product upsell/cross sell/service calls 
• Research new sales leads, plan country trips and execute plans to acquire new customers 
• Ensure all set company Gross Profit, Device sales and Demo targets are achieved on a monthly & quarterly basis 
• Complete feedback loops as required which includes Swarm and demo feedback and HubSpot usage and deal pipeline management 
• Provide proactive feedback regarding suggested changes or improvements to sales or service procedures that could improve the business                      
• Sign-up merchants and assist them with FICA documentation required 
• Complimentary follow up visits 
• Full focus on specialized campaigns and reporting in detail on this such as top merchant campaign or area targeted campaigns 
• Uphold company standards and values at all times when representing the brand 
• Monitor competition in the marketplace and share any relevant insights 
• Take full ownership and accountability for resolving customer complaints by investigating problems, offering solutions and making recommendations to management. 
• Maintain professional and technical knowledge through ongoing self and shared learning. 

Qualifications

Deal breakers: 

• Minimum 3 year’s Field/Outbound Sales experience. 
• Previous exposure working within merchant services or banking sector is advantageous. 
• Excellent communication skills both verbal and written.                             
• Intermediate knowledge using Outlook, Word, Excel, PowerPoint, Sales Software & CRM.             
• FICA training advantageous.                                                                
• Valid driver’s license and own reliable transport is essential. 

Additional Skills & Knowledge: 

• Proven track record delivering on sales targets and successfully dealing with customer relationships.  
• Advanced knowledge of Sales funnel & pipeline management. 

So, what will you do?  

• You will be responsible for growing the iKhokha customer base and be accountable for hitting steep sales targets in Pietermaritzburg & Surrounding Areas.

Trade areas: 

• Pietermaritzburg, Edendale, Imbali, Dalton, New Hanover, Greytown, Mphophomeni and Hopewell.  
• We need H U N T E R S who will actively source and find new sales opportunities, build a sales pipeline and most importantly, close deals.  If you enjoy a fast paced environment and love a challenge, then keep reading on… 

In addition to the above, you will: 

• Prospect and canvass for new customers in targeted areas and targeted industries 
• Post-sale call and follow ups, logging all activity and demos with clients          
• Promotional or new product upsell/cross sell/service calls 
• Research new sales leads, plan country trips and execute plans to acquire new customers 
• Ensure all set company Gross Profit, Device sales and Demo targets are achieved on a monthly & quarterly basis 
• Complete feedback loops as required which includes Swarm and demo feedback and HubSpot usage and deal pipeline management 
• Provide proactive feedback regarding suggested changes or improvements to sales or service procedures that could improve the business                      
• Sign-up merchants and assist them with FICA documentation required 
• Complimentary follow up visits 
• Full focus on specialized campaigns and reporting in detail on this such as top merchant campaign or area targeted campaigns 
• Uphold company standards and values at all times when representing the brand 
• Monitor competition in the marketplace and share any relevant insights 
• Take full ownership and accountability for resolving customer complaints by investigating problems, offering solutions and making recommendations to management. 
• Maintain professional and technical knowledge through ongoing self and shared learning. 

Qualifications

Deal breakers: 

• Minimum 3 year’s Field/Outbound Sales experience. 
• Previous exposure working within merchant services or banking sector is advantageous. 
• Excellent communication skills both verbal and written.                             
• Intermediate knowledge using Outlook, Word, Excel, PowerPoint, Sales Software & CRM.             
• FICA training advantageous.                                                                
• Valid driver’s license and own reliable transport is essential. 

Additional Skills & Knowledge: 

• Proven track record delivering on sales targets and successfully dealing with customer relationships.  
• Advanced knowledge of Sales funnel & pipeline management.