An exciting opportunity exists for a Cross-Functional Support Consultant to join our team.
The purpose of this role is to provide world-class customer support by assisting with order creation, verifications, number changes as well as providing support to the corridor Agents Support.
The Cross-Functional Support Consultant reports directly to the Team Leader: Cross-functional Support. This position is responsible for providing support to the customers, by assisting with order creations, responding to queries, changing details as well as checking and verifying information gathered from new customers in order to open accounts. They are required to check the integrity of the documents provided and identify potential fraudulent documents. They must respond to customer's queries as soon as the documents have been verified in order to conduct security checks and onboard customers timeously.
Internal Liaison takes place with the Agents, Verification, PayOps, Customer Support and Compliance. External liaison takes place with external customers.
Duties and Responsibilities (Include but is not limited to): To assist customers who call the Mukuru contact centre To provide efficient support to customersCreate accurate orders for customersAssist with resolving customer queriesUpdate the required information or process the resetEscalate unresolved issues to Team Leader or relevant department To verify customers' documentation Verify documentation and information supplied by customers when signing up for new accountsProcess Zendesk verification requestsTo complete the electronic verification process for customersComplete outstanding information on the verification formSelect "bad" if any aspect looks suspicious and insert a comment/reason for the rejectionUpdate Zendesk with all required notes and informationVerify the information captured by the agent matches the information on supplied FICA documentation To onboard new customers and process requests Onboard new customersProcess requests for contact number changes and pin resets for customersEnsure a clear photograph of the customer holding their Identity document is received before processing any number changes or pin resetsVerify that the Identity document/passport matches the one previously supplied and saved on the system profile To make call backs and respond to all customers timeously and professionally Handling customer contacts through multiple channelsService customer requests for multiple productsEnsure compliance when handling customer contacts To promote new and additional products to customers Promote value add servicesUphold the company brand To manage own professional and self-development Monitor and manage own targetsManage own professional and self-developmentAttend weekly KPI meeting with team leaderAttend monthly and bi-annual performance meeting with team leaderAdhere to training requirementsAdhering to all compliance and regulation requirements Key Requirements: Grade 12 or equivalent (Essential)Degree/Diploma (desirable)Mukuru customer support training course1-2 years' experience in Contact Centre Customer Service ExperienceExperience in Financial Services, Sales, or Fintech IndustriesVerifications ExperienceKnowledge of Money Transfer ProceduresKnowledge of FICA RegulationsKnowledge of CRM & Omni Channel Additional Skills: Computer skillsTyping skillsTelephone skillsVerbal and written communication skillsOrganisational & administrative skillsAttention 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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