New Openings at Mukuru

• An exciting opportunity exists for a Mandarin speaking Cross-Functional Consultant to join our team in Cape Town or Pretoria.
• The purpose of this role is to provide World Class customer support to customers from the China corridor by assisting with order creation, verifications, number changes as well as providing support to the corridor Agents.
• The Cross-functional Consultant reports directly to the Cross-functional CS Lead. This position is responsible for providing support to the customers in the China corridor, by assisting with order creations, responding to queries, changing details as well as checking and verifying information gathered from new customers within the China corridor in order to open accounts. They are required to check the integrity of the documents provided and identify potential fraudulent documents. They must respond to inbound and make outbound calls to the customer as soon as the documents have been verified in order to conduct security checks and onboard customers timeously.
• Internal Liaison takes place with the Agents, Verification, PayOps, Customer Support and Compliance. External liaison takes place with external customers.

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

• To provide efficient support to Corridor customers
• Create accurate orders for Corridor customers
• Assist with resolving customer queries within the Corridors
• Verify documentation and information supplied by Corridor customers when signing up for new accounts
• Process Zendesk verification requests
• Check the Proof of Income for non-South African citizens is completed in full with the job title, Identification number, salary, employers information and signature
• Check the Proof of Residence form is completed with the customer address, signature and agents signature
• To complete the electronic verification process for Corridor customers
• Complete outstanding information on the verification form
• Select “bad” if any aspect looks suspicious and insert a comment/reason for the rejection
• Make inbound and outbound calls to Corridor customers in order to carry out security checks
• Onboard customer within 5 minutes of sign up
• Process requests for contact number changes and pin resets for Corridor customers
• Ensure a clear photograph of the customer holding their Identity document is received before processing any number changes or pin resets
• Verify that the Identity document/passport matches the one previously supplied and saved on the system profile
• Call the client to establish that it is the correct client making the request
• Generate a statement form Mukuru card manager in order to ask security questions
• Refer the customer to their nearest branch if any information appears suspicious
• Update the required information or process the reset
• Update Zendesk with all required notes and information
• Respond to whatsapp and skype requests on allocated rotational days
• Provide support to the agent consultants for the Corridor
• Escalate unresolved issues to Team Leader or relevant department
• Uphold the company brand
• Manage own professional and self-development
• Verify the information captured by the agent matches the information on supplied FICA documentation

Key Requirements:

• Grade 12 or equivalent (Essential)
• Degree/Diploma (desirable)
• Mukuru customer support training course
• Understanding and speaking of English and Mandarin (Essential)
• 1 years Customer Service Consultant experience (Essential)
• Verifications experience (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations

Additional Skills:

• Computer skills
• Typing skills
• Telephone skills
• Verbal and written communication skills
• Telephone skills
• Organisational & administrative skills
• Attention to detail

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About the Role:

• An exciting opportunity has become available for an Agent Support Officer to join our dynamic team!
• Are you passionate about providing world-class support? Do you thrive in a fast-paced environment where assisting field agents and ensuring seamless service delivery is your priority? If so, we want you on board!
• As an Agent Support Officer, you will be responsible for servicing the Agent Support function across the Mukuru Group, ensuring that our field agents receive top-tier service and assistance. Your role will involve managing queries, providing training, and promoting new products, all while maintaining excellent communication and adherence to service-level agreements (SLAs).

Key Responsibilities:

• Assist Field Agents who contact the Mukuru call centre, Agent Support Line, WhatsApp channels, Zendesk, Xcally, Snapengage, email, or other accepted communication methods.
• Identify and verify Sales Consultants, obtain relevant information, and resolve queries efficiently.
• Provide guidance on procedures, app queries, device setup, and payroll issues.
• Keep Sales Force updated on new information communicated internally.
• Promote and educate Field Agents on new products and services.
• Uphold the Mukuru brand by delivering professional customer service at all times.
• Maintain confidentiality and adhere to the POPI Act regulations.
• Manage and monitor personal performance targets.
• Attend KPI meetings, monthly performance meetings, and all required training sessions.

What We’re Looking For:

• Experience in sales, support, or customer service.
• Strong multitasking and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced and target-driven environment.
• Knowledge of money transfer procedures, FICA regulations, and African currencies (desirable).
• Understanding and speaking of a Zimbabwean/Malawian/other relevant language (desirable).

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• As a People Learning Partner, you will be instrumental in designing, delivering, and evaluating training initiatives that align with our business objectives. You will work closely with managers and key stakeholders to assess skills gaps, develop impactful learning interventions, and drive a culture of continuous learning across the organization.

Key Responsibilities
Learning & Development Strategy

• Assess training needs based on identified gaps and create targeted learning programs.
• Design, deliver, and evaluate learning & development (L&D) programs that support business objectives and career progression.
• Ensure training aligns with succession planning and talent development initiatives.
• Set and prioritize training goals to support the organization’s strategic objectives.
• Research, recommend, and implement new learning methodologies and activities.

Training Design, Facilitation & Evaluation

• Develop high-quality learning materials and content for in-person, virtual, and e-learning programs.
• Lead engaging and interactive training sessions tailored to various roles and skill levels.
• Regularly review and update existing training programs, including induction and e-learning modules.
• Implement training schedules, ensuring timely delivery and continuous learning opportunities.
• Evaluate training effectiveness, measure ROI, and identify areas for improvement.

Talent Development & Stakeholder Engagement

• Collaborate with managers to define training requirements and align learning interventions with business needs.
• Develop and implement structured onboarding and reboarding programs for new and existing employees.
• Provide focused training for employees needing additional support (average and below-average performers).
• Work with leadership teams to drive employee growth, technical competencies, and leadership development.

Systems, Reporting & Compliance

• Utilize HRIS and learning management systems (LMS) to track and analyze training progress.
• Generate training reports and provide insights on key learning metrics such as training costs, hours spent on training, and number of employees trained.
• Partner with the Skills Development Facilitator (SDF) to ensure compliance with statutory training requirements and leverage discretionary funding opportunities.
• Ensure all training records are accurately maintained and aligned with compliance and auditing requirements.

Continuous Improvement & Innovation

• Introduce and implement new training processes and systems to enhance the learning experience.
• Keep up to date with industry best practices and emerging learning technologies.
• Identify and drive value-added initiatives that align with the People Strategy.
• Assist the team with general inquiries, process improvements, and ensuring smooth operational continuity.

What We’re Looking For

• A dynamic learning professional with a passion for helping people grow.
• Strong facilitation, instructional design, and training development skills.
• Excellent verbal and written communication abilities.
• Analytical mindset with the ability to assess learning effectiveness and training ROI.
• Adaptability to work in a fast-paced, ever-changing environment.

Qualifications & Experience

Education:

• Grade 12 (Essential) with an L&D or Training equivalent qualification (OD-ETDP) (Essential).
• Higher Certificate or Post-Secondary Certificate (Essential).

Certifications:

• Project Management (Desirable).
• Registered Assessor (Essential).
• Train-the-Trainer Accreditation (Essential).

Experience:

• Experience in fintech or financial services (Desirable).
• Familiarity with HRIS and LMS platforms (Desirable).
• Experience in learning needs analysis, instructional design, and training facilitation (Essential).

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About the Role

• Are you passionate about customer relationships and data-driven marketing? Do you thrive in a fast-paced environment where customer engagement and retention are key to success? If so, we have the perfect opportunity for you!
• We’re looking for a CRM & Direct Marketing Manager to take ownership of our customer engagement strategy. In this role, you will design, execute, and optimize campaigns that drive customer retention, loyalty, and lifetime value. You will leverage data insights to create targeted, personalized marketing initiatives across multiple channels, ensuring Mukuru remains top-of-mind for our customers.
• Reporting to the HOD of Customer Experience, your key focus areas will include, but not limited to:
• Responsible for customer relations of direct marketing campaigns across all direct channels
• Sound knowledge of customers segmentation and how to apply this to a customer growth strategy
• Responsible to manage campaign performance, and advise business on performance and any refinement that need to be made
• Assigning customer target files to deals and creative together for personalised customer experience
• Design and implement quality assurance on all work
• Manage the customer direct marketing calendar to ensure good customer engagement and avoid opt outs
• Liaise with business stakeholders on upcoming brand campaigns and ensure that customer communication is plotted in the marketing calendar
• Responsible for the set up and reporting of customer surveys
• Report on campaign objectives laid out in the brief
• Guide business stakeholders on processes and best practices to understand customers behaviour and engagement through communication
• Define documentation and road maps for Direct business processes, A/B tests and promotions that succeed through direct communications.
• Managing trigger campaigns throughout the customer lifecycle to maximise sales.
• A/B Testing on various campaigns to establish the most effective way to drive customer conversion against the objective
• Ensuring campaigns comply with current best practice and legal compliance
• Identify target audience and opportunities to grow our direct marketing lists

Requirements:

• Degree or relevant marketing qualification
• Minimum of 5-8 years' experience in a CRM role
• Must have worked for an online transactional business, with a strong digital presence
• Experience working on or developing customer lifecycle programmes
• Experience with triggered communication and complex segmentation
• Experience with CRM tools and content management systems
• Advanced experience with MS Office tools and G-suite Google Docs
• Strong understanding of data management and governance
• Strong interpersonal skills and ability to work within cross-functional teams
• Extremely detail orientated, whilst being able to see the big picture and how pieces across the organisation fit together
• Must be agile and able to change direction quickly