Agent Support Officer at Mukuru

• At Mukuru, we are on a mission to provide safe, affordable, and reliable financial services across Africa. As one of the continent’s largest remittance-led FinTech companies, we’re committed to connecting communities and empowering individuals through our innovative solutions.
• To support this growth, we’re looking for an energetic and passionate Sales Agent Support Officer to join our team. If you thrive in a dynamic environment, love helping others, and are excited about contributing to the success of our field agents, then we want you on our team!
• The Sales Agent Support Officer plays a pivotal role in ensuring that our field agents receive exceptional service. Reporting directly to the Agent Support Team Leader, you will be responsible for supporting our field agents across various communication channels, promoting new products, and working to continuously improve service delivery. Your goal is to provide timely, efficient, and professional assistance, ensuring that all agent requests are handled seamlessly.

Key Responsibilities:

Field Agent Assistance:

• Assist field agents who contact the Mukuru call center, Agent Support Line, WhatsApp, Zendesk, Xcally, Snapengage, email, or any other accepted communication channels.
• Identify the Sales Consultant, obtain relevant information, and resolve queries.
• Verify client details and registrations when needed, and resend OTPs as requested.
• Resolve issues directly or escalate to the Agent Support Team Leader when necessary.

​​​​​​​Support & Guidance to Sales Agents:

• Provide guidance and support to Sales Agents on procedures and queries.
• Assist with app-related queries, device setup, and payroll issues.
• Keep the Sales Force updated on any relevant internal communications or new developments.

Upholding the Company Brand:

• Deliver professional, courteous, and efficient customer service at all times.
• Provide accurate information based on training and company guidelines.
• Ensure client confidentiality and adherence to the POPI Act.

​​​​​​​Professional & Self-Development:

• Monitor and manage your own performance against targets.
• Attend KPI meetings with the Agent Support Team Leader and participate in monthly performance reviews.
• Continuously enhance your skills by attending training courses for new products and participating in compliance training sessions.

Key Requirements:

Knowledge:

• Familiarity with money transfer procedures, FICA regulations, and African currencies.

Skills:

• Strong multitasking, computer, typing, and telephone skills.
• Excellent verbal communication, selling, time management, organizational, and administrative skills.
• Conflict management abilities and attention to detail.

​​​​​​​Experience:

• At least 6 months of Sales and Support Consultant experience (Essential).
• Contact center experience (Desirable).

​​​​​​​​​​​​​​Education:

• Grade 12 or equivalent (Essential).
• Degree/Diploma (Desirable).
• Completion of the Mukuru call center training course (Essential).
• Knowledge of Shangani, Sotho, Swahili, Portuguese languages (Desirable).