A new and exciting opportunity exists for an EPP Operations Consultant to join the team in Cape Town.
The main purpose of this role is to provide World Class Service by efficiently performing processes and resolving queries in a manner that builds equity with our customers, internal and external departments.
The EPP Operations Consultant reports directly to the EPP Team Lead.
They are responsible for ensuring EPP Business clients receive World Class Service by efficiently and appropriately handling complex payment and non- payment queries.
They assist the EPP team with payment, non-payment, service queries and are a point of contact for customers.
The EPP Operations Consultant ensures all payment and service issues are resolved correctly within set KPI's.
They are required to liaise with customers/business entities directly, Controllers, internal and external parties in a manner that represents our brand values and strengthens the customer's and Business's affinity towards the Mukuru Brand.
In addition, they take ownership of the processes and systems used within the EPP Team and contribute ideas to increase service levels and reduce cost.
Duties and Responsibilities (Include but is not limited to): Assist in the Business entity onboarding process, document requirements, following up with Legal and compliancePreparation of Data for order creation:Creation/validation of data sets due for payment which will differ by client, Invoicing, Order creation, creating bulk orders, generating order status and creation reportsProduct support- editing recipient details, follow up with collection issues, order/batch recalls, Checking the EPP bank account and ensuring payment has been received from clients.
Customer complaints and swift investigationReport Creation- maintain periodic reports accessible to greater teamTake ownership of the processes and systems used within the teamEscalate system issues to relevant support/IT teams to investigate and resolveIdentify tech & non-tech improvements to processes and systems that improve service levels, reduce cost and free up capacity within the teamProcess all complex payments, Bulk orders, high-value EFT and Cheque payments, payroll, supplier queries (wiCodes manual refunds) in line with KPIs.
Refer to the KPI doc for latest KPIsVerify payments before allocation and authorising for the team.Use discretion when processing payments that are out of the ordinary or unclearProcess manual loads and deductions, Mukuru card orders, approved Debit claims with zero errors/mistakesEscalate all payment queries to Treasury or ASTReceive and assist with solving general queries, payment or customer service escalations from all EPP team members,Communicate with customers who have been escalatedAssist with identifying training needs within the EPP team and inform the team leaderCommunicate with other departments to ensure all customer queries are resolved appropriatelyEscalate to the relevant external stakeholders to ensure client queries are resolved appropriatelyAttend to escalations from other departments and controllers with regards to customer queries and payment queriesGather and process all relevant information for queries requiring further escalationsTake ownership of the escalated queries to ensure SLA's are met and update the team on any feedback provided by internal and external partiesCorrectly process as directed or relay information received to relevant stakeholdersEngage with Business customers Delivering World Class Service and builds brand equityManage own performance and self- development Key Requirements: Grade 12 / or equivalent (Essential)Degree/diploma (desirable)Mukuru call center training course2 years' experience as a VAS Controller (Essential)Knowledge of money transfer proceduresKnowledge of African currenciesKnowledge of card manager and Zendesk systems Additional Skills: Computer skillsTyping skillsTelephone skillsVerbal communication skillsOrganisational & administrative skillsAttention to detail 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
