An exciting role has arisen within our team! The Sales Agent Support Officer position is vital in servicing the Agent Support function across the Mukuru Group and reports directly to the Agent Support Team Leader.
This dynamic role is dedicated to ensuring that the service provided to our field agents meets all Service Level Agreements (SLAs) and is continuously refined through ongoing discussions and training. The Officer will handle logging all Agent Requests via Zendesk or Xcally, with exceptions for specific WhatsApp Group Chats as determined by the Agent Support Team Leader.
Additionally, the Sales Agent Support Officer will promote new products to Field Agents through these communication channels. This position involves internal liaison with various teams within the Mukuru Group and Remitix, as well as external liaison with Field Agents and their Line Managers, to provide effective support and resolve queries within the stipulated SLA. Join our team and make a significant impact!
Duties and Responsibilities (Include but are not limited to):
Identify the Sales Consultant and obtain the relevant information
Establish the query and provide assistance in answering
Verify client details when required
Verify registrations when required
Resend OPT (One Time Pin) SMSs when requested
Resolve the Sales Consultant's query where possible or escalate to the Agent Support Team Lead
To provide support and guidance to the Sales Consultants/Agents:
Provide guidance to the Sales Consultants/Agents when they are not sure of a procedure
Assist with general information
Assist with App Queries and Device Set Up
Assist with Payroll Issues
Keep the Sales Force updated with any new information communicated internally that may be applicable to them
To uphold the company brand:
Provide professional customer service at all times
Give information based on the training received
Maintain client confidentiality and adherence to the POPI Act
To manage own professional and self-development:
Monitor and manage own targets
Attend KPI meetings with Agent Support Team Leader
Attend monthly performance meetings
Attend all required training courses for new products
Participate in all required compliance training and assessments
Key Requirements
Grade 12 or equivalent (Essential)
Degree/diploma (Desirable)
Mukuru call centre training course (Essential)
Communicating in Mandarin (Essential)
6 months Sales and Support Consultant experience (Essential)
Contact centre experience (Desirable)
Knowledge of money transfer procedures
Knowledge of FICA regulations
Knowledge of African currencies
Additional Skills
Multitasking skills
Computer skills
Typing skills
Telephone skills
Verbal communication skills
Selling skills
Time management skills
Organisational & administrative skills
Conflict management skills
Attention to detail
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
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