Global Customer Support Specialist

6 days ago

Cape Town, Western Cape, South Africa Mukuru Full time

Job Description:

We are seeking a highly skilled and experienced Multilingual Business Process Expert to join our team. As a Global Customer Support Specialist, you will be responsible for providing World Class customer support to customers from the China corridor.

The role involves creating accurate orders, resolving customer queries, verifying documentation and information supplied by Corridor customers, processing Zendesk verification requests, and completing the electronic verification process for Corridor customers.

You will work closely with Agents, Verification, PayOps, Customer Support, and Compliance teams to ensure seamless internal liaison. External liaison will take place with external customers.

Main Responsibilities:

  • To provide efficient support to Corridor customers.
  • Create accurate orders for Corridor customers.
  • Assist with resolving customer queries within the Corridors.
  • Verify documentation and information supplied by 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.
  • To complete the electronic verification process for Corridor customers.
  • Complete outstanding information on the verification form.
  • Select 'bad' if any aspect looks suspicious and insert a comment/reason for the rejection.
  • Make inbound and outbound calls to 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 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 Corridor.
  • Escala unresolved issues to Team Leader or relevant department.
  • Uphold the company brand.
  • Manage own professional and self-development.
  • Verify the information captured by the agent matches the information on supplied FICA documentation.

Key Requirements:

  • Grade 12 or equivalent (Essential).
  • Degree/Diploma (Desirable).
  • Mukuru customer support training course.
  • Understanding and speaking of English and Mandarin (Essential).
  • 1 years Customer Service Consultant experience (Essential).
  • Verifications experience (Desirable).
  • Knowledge of money transfer procedures.
  • Knowledge of FICA regulations.

Additional Skills:

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

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