Customer Support Specialist

2 months ago

Pretoria, Gauteng, South Africa Mukuru Full time
Customer Support Relief Consultant

Mukuru is seeking a skilled Customer Support Relief Consultant to provide exceptional customer service to customers from various corridors.

The ideal candidate will be responsible for assisting with order creation, resolving queries, and number changes, while ensuring a seamless customer experience.

This role reports directly to the Customer Support Relief Team Lead and requires strong communication and problem-solving skills.

Key Responsibilities:

  • Provide efficient support to all corridor customers
  • Create accurate orders for Corridor customers
  • Assist with resolving customer queries within the relevant Corridor
  • Verify documentation and information supplied by relevant corridor customers when signing up for new accounts
  • Process Zendesk verification requests
  • Check the Proof of Income for non-South African citizens is completed in full with the job title, Identification number, salary, employers information and signature
  • Check the Proof of Residence form is completed with the customer address, signature and agents signature
  • Complete the electronic verification process for all corridor customers
  • Complete outstanding information on the verification form
  • Verify the information captured by the agent matches the information on supplied FICA documentation
  • Select "bad" if any aspect looks suspicious and insert a comment/reason for the rejection
  • Make inbound and outbound calls to all Corridor customers in order to carry out security checks
  • Onboard customer within 5 minutes of sign up
  • Process requests for contact number changes and pin resets for all Corridor customers
  • Ensure a clear photograph of the customer holding their Identity document is received before processing any number changes or pin resets
  • Verify that the Identity document/passport matches the one previously supplied and saved on the system profile
  • Call the client to establish that it is the correct client making the request
  • Generate a statement form Mukuru card manager in order to ask security questions
  • Refer the customer to their nearest branch if any information appears suspicious
  • Update the required information or process the reset
  • Update Zendesk with all required notes and information
  • Respond to whatsapp and skype requests on allocated rotational days
  • Provide support to the agent consultants for the China Corridor
  • Escalate unresolved issues to Team Leader or relevant department
  • Uphold the company brand
  • Manage own professional and self-development

Requirements:

  • Grade 12 or equivalent (Essential)
  • Degree/Diploma (desirable)
  • Mukuru Customer Support training course
  • Understanding and speaking of English and one of the following languages: Shona/Ndebele, Mandarin, Bemba, Sesotho, Chichewa or Portuguese (Essential)
  • 1 years Customer Service Consultant experience (Essential)
  • Knowledge of money transfer procedures
  • Knowledge of FICA regulations

Additional Skills:

  • Computer skills
  • Typing skills
  • Telephone skills
  • Verbal and written communication skills
  • Telephone skills
  • Organisational & administrative skills
  • Attention to detail

We are committed to creating a diverse and inclusive workplace. If you meet the requirements and are passionate about delivering exceptional customer service, we encourage you to apply.

Please note that only applicants who meet the requirements and speak the critical languages as indicated will be considered for these roles.

As a remote worker, you will be responsible for ensuring uninterrupted internet connectivity and a 'work-like' environment at your home location.

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 EE TARGET

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