Customer Service Consultant –
Job Title: Customer Service Consultant
Company: iKhokha
Location: uMhlanga, KwaZulu-Natal, South Africa
Employment Type: Full-Time
Work Policy: On-site
Industry: FinTech / Financial Technology
Minimum Qualification: Grade 12 (Matric)
Minimum Experience: 1+ year customer service or call centre experience
Job Overview
iKhokha, one of Africa’s fastest-growing fintech companies, is looking for a passionate and customer-focused Customer Service Consultant to join its Product Division in uMhlanga. This is an exciting opportunity to become part of an innovative company dedicated to empowering small businesses across South Africa through digital payment and financial technology solutions.
As a Customer Service Consultant, you will act as the primary point of contact for new and existing merchants, assisting them through multiple communication channels including phone calls, emails, live chat, social media, and ticketing systems. Your role is to provide professional support, resolve customer concerns, offer technical assistance, and ensure every merchant receives exceptional service from start to finish.
This position is ideal for individuals who enjoy solving problems, communicating with customers, and working in a fast-paced environment where no two days are the same. If you thrive under pressure, enjoy helping people, and are passionate about delivering excellent customer experiences, this opportunity could be the perfect next step in your career.
Minimum Requirements
Applicants should meet the following requirements:
- Grade 12 (Matric) or higher qualification.
- At least 1 year of customer service or call centre experience.
- Experience using CRM systems to manage customer interactions.
- Good working knowledge of Microsoft Outlook, Word, Excel and PowerPoint.
- Comfortable using internet-based systems and online platforms.
- Strong customer service skills with a focus on first-call resolution.
- Previous experience in technical support or customer support environments will be advantageous.
Key Responsibilities
As a Customer Service Consultant, your duties will include:
- Respond to customer enquiries through calls, emails, live chat, social media, and ticketing platforms.
- Assist merchants with onboarding, account enquiries, billing, statements, refunds, exchanges, cancellations, deliveries, and product-related questions.
- Resolve customer complaints professionally while meeting company Service Level Agreements (SLAs).
- Aim to achieve first-call resolution whenever possible.
- Provide technical support by troubleshooting payment devices and software issues.
- Educate merchants on how to use iKhokha products and services effectively.
- Process customer orders, applications, requests, and account updates accurately.
- Ensure every customer interaction is handled with professionalism, empathy, and efficiency.
- Maintain accurate records by capturing customer information and updating CRM systems.
- Escalate urgent or complex issues to senior management or the Product Team when necessary.
- Monitor customer feedback and communicate recurring issues or improvement suggestions to Team Leaders.
- Follow company policies, procedures, and quality standards at all times.
- Meet individual performance targets, response times, and service quality expectations.
Skills and Competencies
Successful candidates should possess:
- Excellent verbal and written communication skills.
- Strong customer service and relationship-building abilities.
- Problem-solving and troubleshooting skills.
- Attention to detail and accuracy.
- Good administrative and data capturing skills.
- Ability to multitask in a fast-paced environment.
- Time management and organisational skills.
- Technical aptitude and willingness to learn new systems.
- Professionalism, patience, and empathy.
- Ability to work both independently and within a team.
Employee Benefits
iKhokha offers a range of attractive employee benefits, including:
- Competitive salary and employee benefits package.
- Medical Aid contributions and reduced Gap Cover rates.
- Group Risk Scheme contributions.
- Study leave to support further education.
- Access to on-demand learning and development opportunities.
- Career growth within one of Africa’s leading fintech companies.
- A collaborative and supportive workplace culture.
- Visionary leadership and opportunities to make a real impact.
- Modern office facilities with complimentary coffee and hot beverages prepared by an onsite barista.
- Opportunities to work in a fast-growing company where innovation is encouraged and recognised.
Why Join iKhokha?
Working at iKhokha means becoming part of a company that is transforming the way South African businesses accept payments and grow. Employees are encouraged to think differently, embrace innovation, and contribute ideas that make a real difference. You’ll work alongside passionate professionals in an energetic environment where learning, collaboration, and customer satisfaction are at the centre of everything the company does.
If you have customer service experience, enjoy helping people solve problems, and are looking to build your career within the fintech industry, this Customer Service Consultant opportunity at iKhokha offers an excellent platform for professional growth.
Location: uMhlanga, KwaZulu-Natal
Company: iKhokha
Position: Customer Service Consultant
Employment Type: Full-Time (On-site)
Minimum Qualification: Grade 12 (Matric)
Experience Required: At least 1 year in customer service or a call centre environment.
Skhumbuzo Shandu is the founder of Careers With Shandu, a platform dedicated to helping South Africans access job opportunities, learnerships, and career development resources.
He focuses on sharing clear, practical, and up-to-date information to help matriculants, graduates, and job seekers navigate applications and build their careers.
Through his work, he aims to make opportunities easier to understand and accessible to everyone, especially young people entering the workforce.
