Customer Support Officer

📍 Job Overview

• Job Title: Customer Support Officer
• Company: iKhokha
• Location: uMhlanga, KwaZulu-Natal, South Africa
• Job Type: Full-time
• Category: Customer Support
• Date Posted: 2025-06-13
• Experience Level: 0-2 years
• Remote Status: On-site

🚀 Role Summary

• Act as the frontline advocate, liaising between customers and internal teams at iKhokha.
• Handle and resolve technical support queries, complaints, and issues via calls, emails, tickets, and WhatsApp.
• Ensure issues are resolved promptly and thoroughly according to iKhokha's Service Level Agreements (SLAs).
• Be flexible to work on ad-hoc campaigns as and when needed from the business.
• Escalate urgent queries or issues that require input from Senior Management.

📝 Enhancement Note: This role requires a high level of customer-centricity, problem-solving skills, and the ability to work under pressure to meet SLAs. Strong communication skills and a sense of urgency are crucial for success in this position.

💻 Primary Responsibilities

• Customer Interaction: Handle incoming requests from customers and ensure issues are resolved promptly and thoroughly.
• Query Resolution: Resolve customer complaints and technical hardware/software inquiries via phone, email, tickets, and WhatsApp.
• Process Adherence: Apply training, scripts, processes, and policies while maintaining a balance between company policy and customer benefit.
• CRM Management: Accurately capture and manage customer details and interactions on the CRM system.
• Improvement Suggestion: Be proactive in suggesting changes or improvements to scripting, sales, or service procedures that benefit iKhokha and its customers.
• Technical Troubleshooting: Perform thorough technical troubleshooting until a defect or problem is found and resolve the merchant's issue at hand.
• Escalation: Escalate unresolved issues to your direct report immediately.

🎓 Skills & Qualifications

Education: Matric qualification

Experience: 1-2 years of customer service or call center experience

Required Skills:

• Proficiency 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
• De-escalation skills and taking ownership of issues
• Experience in call center, customer service, or technical support

Preferred Skills:

• Experience in the financial services industry
• Bilingual or multilingual skills
• Familiarity with iKhokha's products and services

📝 Enhancement Note: While not explicitly stated, having experience in the financial services industry or familiarity with iKhokha's products and services could be beneficial for this role. Additionally, bilingual or multilingual skills could be an asset when communicating with a diverse customer base.

📊 Web Portfolio & Project Requirements (N/A)

Note: This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not specified. However, iKhokha offers competitive remuneration and benefits, including Medical Aid and Group Risk scheme contributions.

Benefits:

• Competitive remuneration and benefits
• Medical Aid and Group Risk scheme contributions
• Hybrid, remote, and in-office work models
• Study leave
• On-demand learning and development
• Friendly, collaborative culture with a team of all-round-lekker humans
• Coffee and hot beverages provided by an onsite Barista (at HQ)

Working Hours: 40 hours per week, with flexibility to work on ad-hoc campaigns as needed.

🎯 Team & Company Context

🏢 Company Culture

Industry: Fintech

Company Size: iKhokha is a fast-growing fintech company with a global presence. While the exact number of employees is not specified, it is considered a mid-sized company.

Founded: iKhokha was founded in 2016.

Team Structure:

• The Customer Support team is part of the Product Division at iKhokha.
• The team works closely with other internal teams, such as Sales, Marketing, and Product, to ensure customer issues are resolved efficiently.
• The team is led by a direct report who oversees the daily operations and ensures that SLAs are met.

Development Methodology:

• iKhokha follows Agile methodologies for its product development processes.
• The Customer Support team works closely with the Product team to ensure customer feedback is incorporated into the development process.

Company Website: https://www.ikhokha.com/

📝 Enhancement Note: iKhokha's fast-paced and ever-changing environment requires employees to be adaptable and comfortable with change. The company's focus on betterment and empowerment creates an innovative and dynamic work environment.

📈 Career & Growth Analysis

Customer Support Officer Career Level: This role is an entry-level to mid-level position within the Customer Support career path. The primary responsibility is to handle and resolve customer queries and complaints efficiently and effectively.

Reporting Structure: The Customer Support Officer reports directly to the Customer Support Team Lead or Manager.

Technical Impact: The role has a direct impact on customer satisfaction and retention. By resolving customer issues promptly and professionally, the Customer Support Officer contributes to maintaining and enhancing iKhokha's reputation and customer loyalty.

Growth Opportunities:

• Career Progression: With experience and proven performance, there may be opportunities to advance to a Team Lead or Manager role within the Customer Support team or explore other roles within the Product Division or the company.
• Skill Development: iKhokha offers on-demand learning and development opportunities, allowing employees to enhance their skills and knowledge in customer support, problem-solving, and communication.

📝 Enhancement Note: While the career growth opportunities within the Customer Support team are not explicitly stated, employees at iKhokha have the chance to grow both personally and professionally through the company's commitment to learning and development.

🌐 Work Environment

Office Type: iKhokha offers a hybrid, remote, and in-office work model, allowing employees to choose the work environment that best suits their needs and preferences.

Office Location(s): iKhokha's headquarters is located in uMhlanga, KwaZulu-Natal, South Africa. However, the company operates globally, and remote work is an option for this role.

Workspace Context:

• Hybrid Work: Employees can choose to work from the office, remotely, or a combination of both, depending on their preferences and the needs of the team.
• Collaborative Environment: The Customer Support team works closely with other internal teams, fostering a collaborative and supportive work environment.
• Flexibility: The role requires flexibility to work on ad-hoc campaigns as needed, which may involve adjusting working hours or prioritizing tasks.

Work Schedule: The standard workweek is 40 hours, with flexibility to work on ad-hoc campaigns as needed. The work schedule may vary depending on the team's needs and customer demand.

📝 Enhancement Note: iKhokha's hybrid work model allows employees to balance their work and personal lives more effectively, promoting a healthy work-life balance. The company's commitment to a friendly and collaborative culture ensures that employees feel supported and valued in their roles.

📄 Application & Technical Interview Process

Interview Process:

1. Phone/Video Screen: A brief phone or video call to assess communication skills and understanding of the role.
2. Behavioral Interview: A more in-depth interview focused on behavioral questions to evaluate problem-solving skills, customer-centricity, and adaptability.
3. Role-Play Scenario: A role-play scenario to assess customer support skills, communication, and problem-solving abilities.
4. Final Interview: A final interview with the hiring manager or team lead to discuss the role, company culture, and growth opportunities.

Portfolio Review Tips (N/A): This role does not require a portfolio review as it is not a web development or server administration position.

Technical Challenge Preparation (N/A): This role does not require a technical challenge as it is not a web development or server administration position.

ATS Keywords (N/A): As this role is not web development or server administration-focused, there are no relevant ATS keywords to include.

🛠 Technology Stack & Web Infrastructure (N/A)

Note: This role does not require a specific technology stack or web infrastructure knowledge as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Support Values:

• Customer-centricity: Putting customers first and ensuring their needs are met.
• Problem-solving: Identifying and resolving customer issues efficiently and effectively.
• Adaptability: Being flexible and open to change in a fast-paced environment.
• Collaboration: Working closely with internal teams to ensure customer issues are resolved promptly.
• Professionalism: Maintaining a high level of professionalism when communicating with customers and internal teams.

Collaboration Style:

• Cross-functional collaboration: Working closely with other internal teams, such as Sales, Marketing, and Product, to ensure customer issues are resolved efficiently.
• Knowledge sharing: Sharing best practices and lessons learned with the team to improve customer support processes and outcomes.
• Continuous learning: Staying up-to-date with the latest customer support trends and best practices to enhance customer support skills and knowledge.

📝 Enhancement Note: iKhokha's customer-centric culture fosters a supportive and collaborative work environment, where employees are encouraged to learn from one another and continuously improve their skills and knowledge.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• High Volume of Inquiries: Handling a high volume of customer inquiries efficiently and effectively while maintaining a high level of customer satisfaction.
• Complex Issues: Resolving complex technical issues that may require collaboration with internal teams or escalation to senior management.
• Adapting to Change: Thriving in a fast-paced, ever-changing environment where processes and priorities may shift frequently.

Learning & Development Opportunities:

• On-demand Learning: Accessing iKhokha's on-demand learning and development resources to enhance customer support skills and knowledge.
• Mentorship: Seeking guidance and support from more experienced team members to improve customer support skills and career growth.
• Conferences and Events: Attending industry conferences and events to stay up-to-date with the latest customer support trends and best practices.

📝 Enhancement Note: While the role presents technical challenges, iKhokha's commitment to learning and development provides opportunities for employees to grow both personally and professionally.

💡 Interview Preparation

Technical Questions:

• Customer Support Scenarios: Be prepared to discuss customer support scenarios and how you would handle them, demonstrating your problem-solving skills, customer-centricity, and adaptability.
• Behavioral Questions: Prepare for behavioral questions that assess your communication skills, teamwork, and ability to work under pressure.
• Company-specific Questions: Research iKhokha's products, services, and company culture to demonstrate your understanding of the business and your fit within the team.

Company & Culture Questions:

• Company Values: Be prepared to discuss iKhokha's values and how you align with them, demonstrating your understanding of the company's culture and commitment to betterment.
• Growth Opportunities: Inquire about career growth opportunities within the Customer Support team or the company, demonstrating your ambition and long-term goals.
• Team Dynamics: Ask about the team's dynamics, collaboration style, and how your role would contribute to the team's success.

Portfolio Presentation Strategy (N/A): This role does not require a portfolio presentation strategy as it is not a web development or server administration position.

📝 Enhancement Note: Preparing for the interview by researching iKhokha's products, services, and company culture will help you demonstrate your understanding of the business and your fit within the team. Being prepared to discuss customer support scenarios and behavioral questions will help you showcase your customer support skills and abilities.

📌 Application Steps

To apply for this Customer Support Officer position:

1. Submit your application through the application link provided.
2. Tailor your resume to highlight your customer support experience, problem-solving skills, and communication abilities.
3. Prepare for the interview by researching iKhokha's products, services, and company culture, and practicing customer support scenarios and behavioral questions.
4. Dress appropriately and professionally for the interview, demonstrating your respect for the company and the role.
5. Follow up after the interview to express your appreciation for the opportunity and reiterate your interest in the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.