Customer Support Consultants

SUMMARY:
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POSITION INFO:

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 Department
• Manage own system by prioritizing calls
• Accurately create tickets on the Zendesk for queries that must be escalated
• Call back customers who have requested call-backs
• Identify the customer’s needs and either create an order or capture a ticket on the Zendesk
• Ensure all information is accurately captured onto the system
• Create orders on the system on behalf of the customers
• Coordinate meetings for new account creation
• Provide the new customer with all relevant information about the card and what is required to open an account
• Assist new customers from the UK in creating accounts
• Promote new and additional products to customers
• Uphold the company brand
• Manage own professional and self-development

Key Requirements

• Grade 12 or equivalent
• Degree/Diploma (Desirable)
• Mukuru Customer Support training course completed
• Understanding 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 experience
• 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