Digital Support Consultant at Mukuru

About the Job

Our Customer Support Department is looking for Digital Support Consultants to join the Mukuru team based in Cape Town.

The main purpose of this position is to effectively respond to customer messages received via various digital platforms.

The Digital Support Consultant reports directly to the Digital Support Supervisor.

This position is responsible for responding to customer messages received via email, Facebook, Twitter, Whatsapp, Zendesk and LiveChat. They are responsible for providing accurate information in order to resolve customer queries effectively and efficiently. They are also required to drive sales through the digital platforms.

Internal Liaison takes place with all Customer Support departments. External liaison takes place with all external clients making contact via digital platforms.

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

• Respond to emails timeously and professionally

• Monitor the Mukuru Facebook and Twitter pages and respond to posts

• Respond to Whatsapp and LiveChat instant messages timeously to ensure exceptional customer service

• Resolve Zendesk tickets

• Drive sales through various digital platforms

• Action KYC registrations accurately

• Ensure all details are checked and accurately captured

• Provide assistance to customers and uphold the company brand

• Maintain client confidentiality

• Maintain knowledge of all company products

• Manage own professional and self-development

Key Requirements:

• Grade 12 / or equivalent (Essential)

• Degree/Diploma (desirable)

• Mukuru customer support training course

• Understanding and speaking of English and one of the following languages – Portuguese , Sotho or Shona (Essential)

• 6 months experience as a Customer Service Consultant (Essential)

• Knowledge of money transfer procedures

• Knowledge of FICA regulations

• Knowledge of African currencies

• Knowledge of customer service principles

• Knowledge of Mukuru products and platforms

Additional Skills:

• Multitasking skills

• Computer skills

• Telephone skills

• Verbal and written communication skills

• Time management skills

• Organisational & administrative skills

• Conflict management skills

• Attention to detail

• Interpersonal skills

*Only applicants who meet the requirements and speak the critical languages as indicated will be considered for these roles.

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.