Digital Support Team Lead

CDI Mukuru posted 3 weeks ago
Job Description

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
oR Apply with

Related Jobs

Login to Apply Job