Digital Support Team Lead

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

• Respond to email, live chat, and Facebook, Twitter and Instagram queries effectively and timeously
• Create a ticket on the Zendesk if further action is required
• Monitor the Mukuru Facebook page and respond to posts
• Respond to wall posts within 5 minutes
• Respond to inbox messages within 10 minutes and resolve the customer query where possible
• Create a ticket on the Zendesk if further action is required
• Respond to LiveChat instant messages timeously to ensure exceptional customer service
• Respond to all LiveChat messages within a minute
• Provide the customer with requested information or assist with the order
• Monitor systems to ensure optimal efficiency
• Identify areas for improvement
• Provide assistance to customers and uphold the company brand
• Provide professional customer service at all times
• Give information based on the training received
• Maintain client confidentiality
• Maintain knowledge of all company products
• Perform general management functions
• Supervise the Digital Support Consultants and Digital Support QA Lead Create rosters for support staff
• Accurately record staff hours
• Check and sign off timesheets
• Escalate performance issues to the Contact Centre Supervisor
• Arrange support staff meetings and weekly briefings
• Conduct performance management processes for digital support team
• Manage own professional and self-development

Key Requirements:

• Grade 12 or equivalent (Essential)
• Degree/diploma (Desirable)
• Mukuru customer support training course
• 2 year’s Digital Support experience (Essential)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies
• Knowledge of customer service principles
• Knowledge of Mukuru products and platforms

Additional Skills:

• Multitasking skills
• Computer skills
• Telephone skills
• Verbal and written communication skills
• Time management skills
• Organisational & administrative skills
• Conflict management skills
• Attention to detail
• Interpersonal skills