Customer Service Consultant - Foreign Language–Specific at Hello Group

Description    

• Hello Group is seeking to appoint a dedicated, foreign language–specific Customer Service Consultant to join our Call Centre Department. The ideal candidate must be able to communicate fluently in at least one foreign language (Chichewa and Shona) to support our diverse customer base.
• The Customer Service Consultant will be responsible for managing both inbound and outbound calls, handling customer inquiries, verifying and requesting source-of-funds documents, and accurately capturing detailed information into the bank’s ticketing system. In addition, the consultant will be required to authenticate customers when their banking information changes, provide language-specific assistance where needed, and ensure a high level of customer satisfaction while managing their assigned tickets.

Duties and Responsibilities    
Inbound & Outbound Calls:

• Providing language-specific support to customers, ensuring clear communication and understanding in the foreign language.
• Handle inbound customer inquiries and proactively manage outbound calls related to source of funds requests.
• Compliance: Ensure all processes follow the bank's compliance guidelines, particularly related to anti-money laundering (AML) and Know Your Customer (KYC) regulations.
• Customer Service Excellence: Maintain a high level of professionalism and customer service in all interactions to ensure customer satisfaction and loyalty.

Client authentication:

• Authenticate customers when there is a change in their banking information, following security protocols to protect client data.
• 2-part Verification of client: voice call and video call the client
• Attending to incoming calls

Ticket Management:

• Manage and prioritize daily tickets assigned by the team, ensuring timely follow-up with customers to request source of funds and resolve any issues.
• Request and verify source of funds documents from clients in compliance with the bank’s policies and regulatory requirements.
• Regularly follow up on tickets at least once a week.
• Document Verification: Check the accuracy and authenticity of the source of funds documentation provided by clients.
• Cross reference information, verify Bank statements, ID’s, POPS’ and payment notifications.
• Data Entry: Accurately capture and record detailed information received from clients into the bank’s ticketing system.

Minimum Requirements    

• Matric Certificate
• Fluent in at least one foreign language (Chichewa or Shona).
• Multiple Languages (Advantageous)
• South African citizen or foreign national with a valid work permit, asylum document, waiver, or slip.
• Customer service qualification (Advantageous)
• Knowledge of CRM Bank, OS ticket and Core Banking systems (Advantageous)
• Computer/Mobile Literate

Deadline:31st May,2026