Cross-Functional Support Consultant

An exciting opportunity exists for a Cross-Functional Support Consultant to join our team in Harare.

The purpose of this role is to provide world class customer support by assisting with order creation, verifications, number changes as well as providing support to the corridor Agents Support.

The Cross-Functional Support Consultant reports directly to the Team Leader: Cross-functional Support. This position is responsible for providing support to the customers, by assisting with order creations, responding to queries, changing details as well as checking and verifying information gathered from new customers in order to open accounts. They are required to check the integrity of the documents provided and identify potential fraudulent documents. They must respond to customer’s queries 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, Verification, PayOps, Customer Support and Compliance. External liaison takes place with external customers.

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

To assist customers who call the Mukuru contact centre

• To provide efficient support to customers
• Create accurate orders for customers
• Assist with resolving customer queries
• Update the required information or process the reset
• Escalate unresolved issues to Team Leader or relevant department

To verify customers' documentation

• Verify documentation and information supplied by customers when signing up for new accounts
• Process Zendesk verification requests
• To complete the electronic verification process for customers
• Complete outstanding information on the verification form
• Select “bad” if any aspect looks suspicious and insert a comment/reason for the rejection
• Update Zendesk with all required notes and information
• Verify the information captured by the agent matches the information on supplied FICA documentation

To onboard new customers and process requests

• Onboard new customers
• Process requests for contact number changes and pin resets for 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

To make call backs and respond to all customers timeously and professionally

• Handling customer contacts through multiple channels
• Service customer requests for multiple products
• Ensure compliance when handling customer contacts

To promote new and additional products to customers

• Promote value add services
• Uphold the company brand

To manage own professional and self-development

• Monitor and manage own targets
• Manage own professional and self-development
• Attend weekly KPI meeting with team leader
• Attend monthly and bi-annual performance meeting with team leader
• Adhere to training requirements
• Adhering to all compliance and regulation requirements

Key Requirements:

• Grade 12 or equivalent (Essential)
• Degree/Diploma (desirable)
• Mukuru customer support training course
• 1-2 years' experience in Contact Centre Customer Service Experience
• Experience in Financial Services, Sales, or Fintech Industries
• Verifications Experience
• Knowledge of Money Transfer Procedures
• Knowledge of FICA Regulations
• Knowledge of CRM & Omni Channel

Additional Skills:

• Computer skills
• Typing skills
• Telephone skills
• Verbal and written communication skills
• Telephone skills
• Organisational & administrative skills
• Attention to detail

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. 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. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

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