Digital Support Team Lead at Mukuru

About the job

An exciting opportunity exists for a Digital Support Team Lead to join our Customer Support team based in Cape Town. The purpose of this role is to manage the Digital Support team in order to ensure all customers digital and Inbound queries are responded to efficiently and effectively.

This position is responsible for supervising the day-to-day functioning of the digital support team. The Digital Support Consultants report to this position for day to day operations. The position is responsible for ensuring the team respond to Inbound queries, customer messages received via email, Facebook, LiveChat, effectively and timeously. Internal Liaison takes place with all Contact Centre staff. External liaison takes place with all external clients contacting the Contact Centre through the digital platforms.

Duties And Responsibilities (Include But Is Not Limited To)

• Respond to email, livechat and Facebook, twitter and Instagram queries effectively and timeously
• Create a ticket on the Zendesk if further action is required
• Monitor the Mukuru Facebook page and respond to posts
• Respond to wall posts within 5 minutes
• Respond to inbox messages within 10 minutes and resolve the customer query where possible
• Create a ticket on the Zendesk if further action is required
• Respond to LiveChat instant messages timeously to ensure exceptional customer service
• Respond to all LiveChat messages within a minute
• Provide the customer with requested information or assist with the order
• Monitor systems to ensure optimal efficiency
• Identify areas for improvement
• Provide assistance to customers and uphold the company brand
• Provide professional customer service at all times
• Give information based on the training received
• Maintain client confidentiality
• Maintain knowledge of all company products
• Perform general management functions
• Supervise the Digital Support Consultants and Digital Support QA Lead Create rosters for support staff
• Accurately record staff hours
• Check and sign off timesheets
• Escalate performance issues to the Contact Centre Supervisor
• Arrange support staff meetings and weekly briefings
• Conduct performance management processes for digital support team
• Manage own professional and self-development

Key Requirements

• Grade 12 or equivalent (Essential)
• Degree/diploma (Desirable)
• Mukuru customer support training course
• 2 year’s Digital Support experience (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