Customer Service Consultant

About the role

iKhokha is seeking a Customer Service Consultant to join its fast‑growing Product Division. You will act as the primary liaison between merchants and internal teams, delivering prompt, empathetic support across multiple channels.

Key responsibilities

• Handle merchant inquiries via phone, email, chat, social media and ticketing systems.
• Resolve complaints, refunds, exchanges, billing and settlement queries while meeting SLA targets.
• Provide product and technical support, including device troubleshooting and software guidance.
• Achieve first‑call resolution and ensure positive post‑interaction reviews.
• Process orders, applications and requests accurately.
• Escalate urgent issues to senior management or product teams as needed.
• Capture merchant data meticulously and feed feedback to team leads.

Required profile

• Matric (Grade 12) or higher.
• Minimum 1 year of customer service or call‑centre experience.
• Strong sense of urgency, solution‑oriented mindset and excellent communication skills.

Required skills

What we offer

• Opportunity to work in a dynamic FinTech environment.
• Exposure to a diverse merchant base across South Africa.
• Professional growth within a fast‑moving, impact‑driven team.