Relief Customer Support Consultant

Permanent Mukuru posted 1 month ago
Job Description


  • 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, employers information and signature
  • Check the Proof of Residence form is completed with the customer address, signature and agents 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
  • To make inbound and outbound calls to all Corridor customers in order to carry out security checks
  • Onboard customer 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
  • To 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 English and one of the following languages: Chewa, Shona or Portuguese (Essential)
  • 1 years 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
  • Telephone skills
  • Organisational & administrative skills
  • Attention to detail
  • Only applicants who meet the requirements and speak the critical languages as indicated will be considered for these roles.

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