Customer Support Consultant at Mukuru

• As a Customer Support Consultant, you will be the voice of Mukuru for customers across multiple corridors. You’ll assist customers with money transfer orders, digital support, and account queries while promoting Mukuru’s products in a professional, compliant, and customer-centric way.
• This role is ideal for someone who enjoys fast-paced environments, meaningful customer interaction, and delivering solutions that make a real difference in people’s lives.

Your Mission

• To deliver exceptional, efficient, and accurate customer support across voice and digital channels, ensuring every interaction strengthens customer confidence in the Mukuru brand.

What You’ll Be Doing

Customer Support & Engagement

• Handle incoming calls from existing and prospective customers.
• Make outbound call-backs to customers who have requested follow-up.
• Assist customers via digital chat support platforms.
• Identify customer needs and provide clear, accurate solutions.

Orders, Tickets & Systems

• Create money transfer orders accurately on behalf of customers.
• Capture and manage customer queries using Zendesk.
• Escalate queries efficiently while ensuring complete and accurate information.
• Manage personal call queues by prioritising customer needs.

New Customer & Account Support

• Support new customers with account creation and onboarding.
• Coordinate meetings and guide customers through account requirements.
• Assist UK-based customers with account setup and usage.

Sales, Retention & Brand Advocacy

• Promote new and additional Mukuru products to customers.
• Educate customers on product features and benefits.
• Uphold Mukuru’s brand values through professional service and communication.

Compliance & Accuracy

• Ensure all customer and transaction information is captured accurately.
• Apply knowledge of money transfer processes and FICA regulations.
• Maintain high standards of data integrity and confidentiality.

Professional Development

• Take ownership of personal learning and development.
• Complete all required training and assessments.
• Continuously improve performance, service quality, and product knowledge.

What You Bring

Qualifications

• Grade 12 or equivalent (Essential)
• Degree or Diploma (Desirable)
• Mukuru Customer Support training completed (or willingness to complete)

Language Requirements (Essential)

Fluent in English and at least one of the following languages:

• Chewa
• Mozambican Portuguese
• Mandarin
• Bengali
• Sotho
• Bemba
• Shona
• Urdu

Experience & Knowledge

• Minimum 6 months customer service experience
• Contact Centre experience (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies

Skills & Attributes

• Strong verbal communication and telephone skills
• Excellent multitasking and time management ability
• Confident computer and typing skills
• Selling and customer retention skills
• Conflict resolution and problem-solving ability
• High attention to detail and accuracy
• Organised and administratively strong