Mukuru is on the lookout for Shona/Ndebele speaking Relief Customer Support Consultants to join our team in Pretoria.
The purpose of this role is to provide world class customer support to customers from the different corridors by assisting with order creation, resolving queries as well as number changes.
The Customer Support Relief Consultant reports directly to the Customer Support Relief Team Lead.
This position is responsible for providing support to the customers in the different corridors, by assisting with order creations, responding to queries, Number change, Wallet Ops, Funeral, campaign dialing, payment operations. They are required to check the integrity of the documents provided and identify potential fraudulent documents. They must make inbound and outbound calls to the customer as soon as the documents have been verified in order to conduct security checks and onboard customers timeously.
Internal Liaison takes place with the Agents, PayOps, Contact Centre, Wallet Ops, Funeral and Compliance. External liaison takes place with external customers.
Duties and Responsibilities (Include but are not limited to):
- 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
- Check the Proof of Residence form is completed with the customer address
- 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 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 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
- Call the client to establish that it is the correct client making the request
- Generate a statement form Mukuru card manager 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
Key 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 year 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
- Organisational & administrative skills
- Attention to detail
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