Customer Support Consultant at Mukuru

Internal Liaison takes place with the Digital Support Team, Payment Relations and VAS Teams. External liaison takes place with all external customers contacting the Customer Support Department.

Duties And Responsibilities (include But Are Not Limited To)

• Assist customers who call the Mukuru Customer Support Department
• Manage own system by prioritizing calls
• Accurately create tickets on the Zendesk for queries that must be escalated
• Call back customers who have requested call-backs
• Identify the customer’s needs and either create an order or capture a ticket on the Zendesk
• Ensure all information is accurately captured onto the system
• Create orders on the system on behalf of the customers
• Coordinate meetings for new account creation
• Provide the new customer with all relevant information about the card and what is required to open an account
• Assist new customers from the UK in creating accounts
• Promote new and additional products to customers
• Uphold the company brand
• Manage own professional and self-development

Key Requirements

• Grade 12 or equivalent
• Degree/Diploma (Desirable)
• Mukuru Customer Support training course completed
• Understanding and speaking of English and one of the following languages : Luganda or Swahili (Essential)
• 6 months Customer Service experience
• Contact Centre experience (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies

Additional Skills

• Multitasking skills
• Computer skills
• Typing skills
• Telephone skills
• Verbal communication skills
• Selling skills
• Time management skills
• Organisational & administrative skills
• Conflict management skills
• Attention to detail
• Only applicants who meet the requirements and speak the critical languages as indicated will be considered for these roles.