Customer Service Consultant

• Serve as the vital link between merchants and internal departments, resolving complaints and queries across calls, emails, social media, chat and ticket channels
• Manage merchant complaints with ownership and drive resolution through to completion in accordance with iKhokha Service Level Agreements
• Deliver first-call resolution where applicable, responding promptly and professionally to ensure issues are resolved thoroughly
• Provide comprehensive product and technical support, including device troubleshooting, to resolve merchant issues and educate users on product utilisation
• Foster positive customer satisfaction by ensuring every interaction adds value, soliciting post-service feedback, and maintaining adherence to defined SLAs

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