Agent Support Officer at Mukuru

Duties and Responsibilities (Include but are not limited to):

• To assist Field Agents who contact the Mukuru call centre, the Agent Support Line, Whatsapp channels, Zendesk, Xcally, Snapengage, email, or any other accepted method of communication from the Mukuru or Remitix group of companies:

Identify the Sales Consultant and obtain the relevant information

• Establish the query and provide assistance in answering
• Verify client details when required
• Verify registrations when required
• Resend OPT (One Time Pin) SMSs when requested
• Resolve the Sales Consultant’s query where possible or escalate to the Agent Support Team Lead
• To provide support and guidance to the Sales Consultants/Agents:
• Provide guidance to the Sales Consultants/Agents when they are not sure of a procedure
• Assist with general information
• Assist with App Queries and Device Set Up
• Assist with Payroll Issues
• Keep the Sales Force updated with any new information communicated internally that may be applicable to them
• To uphold the company brand:
• Provide professional customer service at all times
• Give information based on the training received
• Maintain client confidentiality and adherence to the POPI Act
• To manage own professional and self-development:
• Monitor and manage own targets
• Attend KPI meetings with Agent Support Team Leader
• Attend monthly performance meetings
• Attend all required training courses for new products
• Participate in all required compliance training and assessments

Key Requirements

• Grade 12 or equivalent (Essential)
• Degree/diploma (Desirable)
• Mukuru call centre training course (Essential)
• Communicating in Mandarin (Essential)
• 6 months Sales and Support Consultant experience (Essential)
• Contact centre experience (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies

Additional 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