Job Opportunities at Mukuru

• The main purpose of this position is to provide exceptional customer service and assistance with money transfer orders and related queries, to promote and support customer loyalty to the Mukuru brand.

The Customer Support Consultants reports directly to the Team Leader.

• As a Customer Support Consultant, you will be responsible for taking incoming calls from current and prospective customers, as well as making call-backs and assisting customers with order creation. The Virtual Sales and Support Consultant is also responsible for promoting new products to new and existing customers.
• 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
• Assist customers on digital chat support channels.
• 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 : Shona/ Ndebele (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

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Duties and Responsibilities (Include but are not limited to):

Dialler Management and Performance

• Manage the dialler in real time to ensure optimal agent productivity and data penetration, monitoring key metrics including connect rates and failed calls.
• Collaborate with external dialler providers to acquire best practices and upskill the team.
• Partner with business stakeholders to enhance data penetration and agent productivity while minimizing data utilization.
• Adhere to business-set requirements for abandonment rates, answer machine detection, and customer messaging.
• Prevent lost opportunities through proactive management.
• Monitor voice lines actively to detect performance degradation.

Day-to-Day Dialler Performance

• Continuously assess agent skills in real time, offering recommendations based on call types.
• Monitor efficiency metrics such as penetration and agent productivity.
• Implement and oversee dialling strategies.
• Perform routine dialler maintenance tasks, including user management, campaign configuration, agent connectivity, system backups, and upgrades.
• Maximize data and dialler performance at the campaign level, ensuring compliance with legislation.
• Analyze business processes to meet campaign data and dialler requirements.
• Develop and update dialling campaign filters, list strategies, and reports.
• Adjust dialler systems performance as needed.
• Oversee all aspects of the call centre technology platform, including conversational IVR, cloud-based solutions, workforce management, and outbound dialling/campaign management.
• Analyze data to establish optimal recycling rules based on campaign setups.
• Ensure an effective lead loading process into the dialler.
• Report on lead usage and run daily, weekly, and monthly reports.
• Evaluate and refine dialler and campaign parameters to achieve desired business outcomes.
• Analyze dialler and data outcomes to implement necessary improvements.

Data Analysis and Reporting

• Create both standardized and custom reports, analyze data, and report findings to the business department.
• Provide daily, weekly, and monthly Customer Service reports, as well as ad hoc data requests.
• Develop standardized tools, methodologies, and business processes to enhance operational efficiency and identify improvement areas across KPIs.
• Manage all project stages, from requirements gathering to deployment.
• Deliver quality work on assigned projects and collaborate with stakeholders to determine data collection and presentation needs.
• Assist with data collection, processing, and interpretation to address business questions accurately.
• Develop written reports and data visualizations for business stakeholders.
• Drive continuous improvement in performance reporting to better manage the business.
• Offer insights into patterns, trends, and market analysis to inform business decisions.

Customer Service Data Management and Analysis

• Collect and manage data from various customer service channels and performance, ensuring accuracy and completeness.
• Configure and analyze the Customer Support Chatbot service performance.
• Identify trends and insights in customer service data to improve service quality and efficiency.
• Create comprehensive reports and dashboards for senior management and stakeholders.
• Develop and monitor KPIs for customer service operations.
• Provide actionable insights into customer behavior, preferences, and pain points.
• Recommend process improvements to enhance customer support efficiency.
• Use predictive analytics to forecast customer needs and support demand.
• Create visual data representations for effective communication of insights.
• Work with the Customer Service team to understand data needs and provide support.
• Ensure the integrity and security of customer service data.
• Conduct regular trend analysis to detect shifts in customer behavior and service performance.
• Perform ad-hoc data analysis for specific business needs or projects.
• Recommend tools and technologies to improve data analysis and reporting capabilities.
• Analyze customer feedback and surveys to identify improvement areas.
• Provide training on data-related tools and best practices.
• Benchmark customer service performance against industry standards.
• Conduct root cause analysis for service issues and suggest corrective actions.
• Support projects related to customer service improvement and new service channel implementation.
• Maintain documentation of data analysis processes and findings.
• Ensure compliance with data protection regulations and company policies.

Key Requirements

• Grade 12 or equivalent
• Relevant certificate or diploma
• Dialler Administrator in a Contact Centre: 2 to 4 years of experience.
• Experience in an Omni Customer Support Environment: 2 to 3 years of experience.
• Experience with Automated Call Distributors (ACDs), Interactive Voice Response (IVR), skills routing, scheduling, and intra-day management: 2 to 4 years of experience.
• Experience with Microsoft BI Tools (SQL/SSIS/SSRS/SSAS/PowerBI): 1 to 3 years of experience.
• Microsoft Excel: 3 to 5 years of experience.
• Experience in all stages of project work (requirements, design, implementation, testing, and deployment): 3 years or more.
• Experience in estimating solution development and delivering solutions against those estimates: 3 years or more.
• Experience in Customer Service/Support, marketing, and other operational departments: 3 to 5 years of experience.

Additional Skills

• Communication (Written and Verbal)
• Problem Solving
• Analytical
• Planning and Organising
• Interpersonal
• Relationship Building
• Managing Multiple Priorities/Deadlines
• Flexible and Adaptable