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Mukuru helps you move money around Africa. Whether you are sending cash for instant collection or topping up a bank account or mobile wallet it has never been easier. We use the latest mobile and web-based technologies to give you the best experience possible. But that’s just half the story. To really understand us, you need to know the "why” beh...
About the job
A new opportunity has become available for a Payment Operations Specialists to join our Operations team based in Cape Town.
The purpose of this role is to assist with and resolve all Pay-In and Pay-Out Payment related queries and technical issues on all integrations /products that affect remittance transaction completion.
The Payment Operations Specialists reports directly to the Payment Operations Supervisor.
This position is responsible for liaising with Pay-In, Pay-Out partners and Mukuru departments in resolving any payment related queries.
Duties And Responsibilities (include But Is Not Limited To)
Resolve Pay-In queries to ensure timeously release of the order
Resolve Pay-out partner queries
Ensure all tickets are actioned (resolved or noted) within the SLA given by Supervisor
Ensure due diligence/investigations are completed in accordance with SOP specifications
To ensure business continuity at all times
Own the communication with customer and stakeholder within the SLA of the business continuity process
Manage, control and assign user access to the pay-out system
To uphold the company brand
Always provide professional customer service and give information based on the training received
Maintain knowledge of all company products
To manage own professional and self-development
Minimum Requirements
Grade 12 / or equivalent (Essential)
Degree/diploma (Desirable)
1-2 years Customer Service Consultant experience (Essential)
6 months experience with Valtari Software (Desirable)
Knowledge of money transfer procedures
Knowledge of online banking
Knowledge of Mukuru products
Knowledge of AML practices
Additional Skills
Computer skills
Typing skills
Telephone skills
Verbal and Written communication skills
Time management skills
Organizational & administrative skills
Attention to detail
Sales/Converting skills
Attention to detail
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.
NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S EE TARGETS
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.
Use the link(s) below to apply on company website.
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