Mukuru helps you move money around Africa. Whether you are sending cash for instant collection or topping up a bank account or mobile wallet it has never been easier. We use the latest mobile and web-based technologies to give you the best experience possible. But that’s just half the story. To really understand us, you need to know the "why” behind all ...
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An exciting opportunity has become available for an Agent Support Officer to join our dynamic team!
Are you passionate about providing world-class support? Do you thrive in a fast-paced environment where assisting field agents and ensuring seamless service delivery is your priority? If so, we want you on board!
As an Agent Support Officer, you will be responsible for servicing the Agent Support function across the Mukuru Group, ensuring that our field agents receive top-tier service and assistance. Your role will involve managing queries, providing training, and promoting new products, all while maintaining excellent communication and adherence to service-level agreements (SLAs).
Key Responsibilities:
Assist Field Agents who contact the Mukuru call centre, Agent Support Line, WhatsApp channels, Zendesk, Xcally, Snapengage, email, or other accepted communication methods.
Identify and verify Sales Consultants, obtain relevant information, and resolve queries efficiently.
Provide guidance on procedures, app queries, device setup, and payroll issues.
Keep Sales Force updated on new information communicated internally.
Promote and educate Field Agents on new products and services.
Uphold the Mukuru brand by delivering professional customer service at all times.
Maintain confidentiality and adhere to the POPI Act regulations.
Manage and monitor personal performance targets.
Attend KPI meetings, monthly performance meetings, and all required training sessions.
What We’re Looking For:
Experience in sales, support, or customer service.
Strong multitasking and problem-solving skills.
Excellent verbal and written communication skills.
Ability to work in a fast-paced and target-driven environment.
Knowledge of money transfer procedures, FICA regulations, and African currencies (desirable).
Understanding and speaking of a Zimbabwean/Malawian/other relevant language (desirable).
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