Cross Functional Relief Support Consultant

Mukuru is on the lookout for a Cross Functional Relief Consultant to join our team based in Pretoria. The purpose of this role is to provide world-class customer support to customers from different corridors by assisting with order creation, resolving queries, and number changes. The Cross Functional Relief Consultant reports directly to the Customer Support Relief Team Lead. This position is responsible for providing support to the customers in different corridors, by assisting with order creations, responding to queries, number changes, Wallet Ops, Funeral, campaign dialing, and 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 with the job title, Identification number, salary, employer’s information, and signature.
• Check the Proof of Residence form is completed with the customer address, signature, and agent's signature.
• 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 information on 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 in order to carry out security checks.
• Onboard customers 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 and saved on the system profile.
• Call the client to establish that it is the correct client making the request.
• Generate a statement form Mukuru card manager in order 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 Chewa/Shona/Ndebele (Essential).
• 1 year’s 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.

If you meet the majority of the criteria, we encourage you to apply. 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. Please include a snippet of how you will bring value and help us build a successful future.

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.