Cross-Functional Support Consultant (Mandarin) at Mukuru

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

• To provide efficient support to the China Corridor customers
• Create accurate orders for China Corridor customers
• Assist with resolving customer queries within the China Corridor
• Verify documentation and information supplied by China 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 of the job title, Identification number, salary, employers' information and signature
• Check the Proof of Residence form is completed with the customer address, signature and agent's signature
• To complete the electronic verification process for China Corridor customers
• Complete outstanding information on the verification form
• Select “bad” if any aspect looks suspicious and insert a comment/reason for the rejection
• Make inbound and outbound calls to China 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 China 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
• 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
• Verify the information captured by the agent matches the information on supplied FICA documentation

Key Requirements:

• Grade 12 or equivalent (Essential)
• Degree/Diploma (desirable)
• Mukuru customer support training course
• Understanding and speaking of English and Mandarin (Essential)
• 1 years Customer Service Consultant experience (Essential)
• Verifications experience (Desirable)
• 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