Customer Retentions Consultant

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.

What would you be responsible for?

• 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
• Achieve positive reviews on social media platforms.
• 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.
• Ensure attention to detail when capturing merchant information efficiently and accurately.
• Submit outstanding documents from merchants to FICA for profile completion or profile switching.
• Placing of orders for Key Account Specialists in field to drive streamlined and efficient processes.
• 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 Leader and Line Manager.