Welcome to the vibrant world of Wallet Support Consultants – where every interaction is a chance to make a difference! As the wizards of wallet assistance, you'll be diving into a realm of customer queries and service solutions. Reporting directly to our Wallet Team Lead, you'll embark on a journey to ensure our customers receive nothing short of exceptional support. From troubleshooting to problem-solving, you'll be the guiding light in their wallet experience, all while embodying our brand values and fostering stronger connections. So, step into this exciting world where every query is a new adventure waiting to unfold!
Duties and Responsibilities (Include but is not limited to):
Reduce costs and increase efficiency while delivering world-class customer service
- Take ownership of the processes and systems used within the team and contribute ideas to increase service levels and reduce cost
- Escalate system issues to relevant support or IT teams to investigate and resolve
- Identify tech & non-tech improvements to processes and systems that improve service levels, reduce cost and free up capacity within the team
Ensure payments and non-payment queries are done correctly with zero errors/mistakes within stipulated KPI’s
- Process all customer queries (payment and non-payment) load all unallocated payments in line with KPIs
- Verify payments before allocating and requesting authorisation
- Use discretion when processing payments that are out of the ordinary or unclear. Request confirmation from Senior Controller for assistance with decision making
- Process customer queries in line with the latest processes as contained in the “Processes” document
- Process customer queries with zero errors/mistakes
Engage with customers in a way that delivers World Class Service and builds brand equity
- Always be professional, positive and helpful when interacting with customers on all platforms ie, email and on the phone as well as in a manner that represents our brand values and strengthens the customer's affinity towards our company
- Effectively communicate, presenting correct tones, active listening skills and call controls
- Listen attentively, be friendly, say thank you and sincerely apologise when appropriate
- Show immediate action and solutions.
- Treat each customer with great courtesy and respect and give the same excellent treatment as you would like to receive yourself
- Take ownership of all queries
- Offer appropriate timescale for a solution
- Achieve the performance measures for responding to and resolving customer queries as outlined in the KPI document
- Have sound product knowledge to provide first contact resolution
Communicate with internal and external stakeholders
- Attend to escalations from internal departments via Helpdesk and the Escalations chat as well as external department eg branches
- Escalate to the relevant external and internal stakeholders to ensure client queries are resolved appropriately
- Achieve the performance measures for responding to escalations as outlined in the KPI document
Manage own performance and self-development
- Attend monthly KPI meetings and Bi-annual reviews with the Wallet Customer Team Leader
- Attend all required training sessions
- Attend team strategy meetings
- Set up a self-development plan with help from Team Leader
- Live the Mukuru Values
Key Requirements:
- Grade 12 / or equivalent (Essential)
- Degree/diploma (desirable)
- Mukuru call centre training course
- Understanding and speaking of a relevant language (Shona)
- 6 months as a Customer Service Consultant (Essential)
- Knowledge of money transfer procedures
- Knowledge of African currencies
- Knowledge of card manager and Zendesk systems
Additional Skills:
- Computer skills
- Typing skills
- Telephone skills
- Verbal communication skills
- Organisational & administrative skills
- Attention 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
What We Do
Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life. To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.
