Wallet Support Consultant (Shona)

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.

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

1. 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.
2. 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.
3. 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.
4. Communicate with internal and external stakeholders
   • Attend to escalations from internal departments via Helpdesk and the Escalations chat as well as external departments 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.
5. 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.

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.