Mukuru
Are you ready to make a significant impact in customer service? We’re looking for passionate Customer Support Consultants to join our team. In this role, you’ll handle everything from order creation and document verification to resolving queries and ensuring seamless onboarding. With a blend of internal collaboration and direct customer interaction, you’ll play a crucial role in delivering exceptional service and safeguarding data integrity. If you’re eager to thrive in a dynamic environment and drive top-tier support, we want to hear from you!
Duties And Responsibilities (Include But Are Not Limited To)
To assist customers who call the Mukuru contact centre:
- Provide efficient support to customers
- Create accurate orders for customers
- Assist with resolving customer queries
- Update the required information or process the reset
- Escalate unresolved issues to Team Leader or relevant department
To Verify Customer Documentation
- Verify documentation and information supplied by customers when signing up for new accounts
- Process Zendesk verification requests
- Complete the electronic verification process for customers
- Complete outstanding information on the verification form
- Select “bad” if any aspect looks suspicious and insert a comment/reason for the rejection
- Update Zendesk with all required notes and information
- Verify the information captured by the agent matches the information on supplied FICA documentation
To Onboard New Customers And Process Requests
- Onboard new customers
- Process requests for contact number changes and pin resets for customers
- Ensure a clear photograph of the customer holding their Identity document is received before processing any number changes or pin resets
- Verify that the Identity document/passport matches the one previously supplied and saved on the system profile
To make callbacks and respond to all customers timeously and professionally:
- Handle customer contacts through multiple channels
- Service customer requests for multiple products
- Ensure compliance when handling customer contacts
To Promote New And Additional Products To Customers
- Promote value-add services
- Uphold the company brand
To Manage Own Professional And Self-development
- Monitor and manage own targets
- Manage own professional and self-development
- Attend weekly KPI meetings with team leader
- Attend monthly and bi-annual performance meetings with team leader
- Adhere to training requirements
- Adhere to all compliance and regulation requirements
Key Requirements
- Grade 12 or equivalent
- Degree or diploma (desirable)
- Understanding and speaking of english and a relevant language: Shona/Ndebele (Desirable)
- 1 – 2 Years experience in
- Experience in Financial Services, Sales, Fintech Industries
- Verifications Experience
- Knowledge of money transfer procedures
- Knowledge of FICA regulations
- Knowledge of CRM & Omni Channel
- Computer skills
- Typing skills
- Telephone skills
- Verbal and written communication skills
- Organisational & administrative skills
- Attention to detail
Additional Skills
- Decision Making
- Active Listening
- Problem Solving
- Time Management
- Adaptability and Resilience
- Product Knowledge
- Teamwork
- Attentiveness
I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!
Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.
If you do not receive any response after two weeks, please consider your application unsuccessful.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS
TO APPLY
Click here to apply