Our Customer Support Team at Mukuru is growing and we are looking for Customer Support Consultants to join us at our World Class Customer Support Department. The main purpose of this position is to provide exceptional customer service and assistance with money transfer orders and related queries, to promote and support customer loyalty to the Mukuru brand.
The Customer Support Consultants reports directly to the Team Leader.
As a Customer Support Consultant, you will be responsible for taking incoming calls from current and prospective customers, as well as making call-backs and assisting customers with order creation.
The Virtual Sales and Support Consultant is also responsible for promoting new products to new and existing customers.
Internal Liaison takes place with the Digital Support Team, Payment Relations and VAS Teams.
External liaison takes place with all external customers contacting the Customer Support Department.
Duties and Responsibilities (include but are not limited to):
Assist customers who call the Mukuru Customer Support DepartmentManage own system by prioritizing callsAccurately create tickets on the Zendesk for queries that must be escalatedCall back customers who have requested call-backsIdentify the customer's needs and either create an order or capture a ticket on the ZendeskEnsure all information is accurately captured onto the systemCreate orders on the system on behalf of the customersCoordinate meetings for new account creationProvide the new customer with all relevant information about the card and what is required to open an accountAssist new customers from the UK in creating accountsPromote new and additional products to customersUphold the company brandManage own professional and self-development Key Requirements
Grade 12 or equivalentDegree/Diploma (Desirable)Mukuru Customer Support training course completedUnderstanding and speaking of English and one of the following languages : Chewa, Mozambican Portuguese, Mandarin, Bengali, Sotho, Bemba, Shona or Urdu (Essential)6 months Customer Service experienceContact Centre experience (Desirable)Knowledge of money transfer proceduresKnowledge of FICA regulationsKnowledge of African currencies Additional Skills
Multitasking skillsComputer skillsTyping skillsTelephone skillsVerbal communication skills