Wallet Operations Consultant at Mukuru

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

Key Requirements:

• Grade 12 / or equivalent (Essential)
• Degree/diploma (desirable)
• 6 months as a Customer Service Consultant (Essential)
• Understanding and speaking of English and Shona/Ndabele (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