Mukuru Is Hiring: Customer Support Consultant – South Africa


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 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 currenciesAdditional Skills

Multitasking skills
Computer skills
Typing skills
Telephone skills
Verbal communication skills
Selling skills
Time management skills
Organisational & administrative skills
Conflict management skills
Attention to detail
*Only applicants who meet the requirements and speak the critical languages as indicated will be considered for these roles.

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