Vacant Jobs at Mukuru

• At Mukuru, we’re redefining customer support through data, automation, and intelligent systems. We don’t just respond to customer needs — we anticipate them.
• We’re looking for an AI Data Specialist who is passionate about turning data into impact. This role sits at the heart of Customer Support, driving AI-powered solutions, optimising chatbot performance, building robust data pipelines, and delivering actionable insights that elevate customer experience.
• If you thrive on analytics, automation, and continuous improvement — this is your opportunity to shape the future of AI-driven customer engagement.

What You’ll Be Responsible For

AI & Automation Enablement

• Implement, configure, and optimise AI services and chatbot platforms.
• Enhance AI-driven customer engagement strategies.
• Apply machine learning concepts to improve automation and service efficiency.
• Continuously monitor and refine AI model performance.

Advanced Data Analysis & Insights

• Analyse large and complex customer service datasets.
• Identify trends, patterns, and behavioural insights.
• Use predictive analytics to forecast support demand and customer needs.
• Translate data into actionable recommendations for leadership.

Reporting & Visualisation

• Build dashboards and reports using Microsoft BI tools (SQL, SSIS, SSRS, SSAS, Power BI).
• Deliver daily, weekly, monthly, and ad hoc reporting.
• Present insights in clear, compelling visual formats for non-technical stakeholders.
• Develop and track Customer Support KPIs.

Data Governance & Quality

• Develop and maintain data pipelines ensuring integrity and reliability.
• Implement data governance best practices and compliance standards.
• Troubleshoot data discrepancies and maintain documentation.
• Safeguard data security and regulatory compliance.

Collaboration & Business Partnership

• Partner with Customer Support, BI, CX, and leadership teams.
• Gather business requirements and translate them into technical solutions.
• Provide training and support on AI and data tools.
• Support projects across requirements, testing, and deployment phases.

What You Bring

• 2–3 years’ experience in an Omni Customer Support environment.
• Experience managing AI chatbots and automation tools.
• Strong proficiency in Microsoft BI stack and advanced Excel.
• Experience in AI, machine learning concepts, and contact centre analytics.
• Strong analytical thinking with the ability to interpret complex datasets.
• Excellent communication skills to explain technical insights clearly.

Core Competencies

• Advanced Analytical Thinking
• AI & Machine Learning Awareness
• Data Visualisation & Reporting
• Problem-Solving & Root Cause Analysis
• Stakeholder Collaboration
• Process Optimisation
• Planning & Organising
• Adaptability & Innovation

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• At Mukuru, we are on a mission to provide safe, affordable, and reliable financial services across Africa. As one of the continent’s largest remittance-led FinTech companies, we’re committed to connecting communities and empowering individuals through our innovative solutions.
• To support this growth, we’re looking for an energetic and passionate Sales Agent Support Officer to join our team. If you thrive in a dynamic environment, love helping others, and are excited about contributing to the success of our field agents, then we want you on our team!
• The Sales Agent Support Officer plays a pivotal role in ensuring that our field agents receive exceptional service. Reporting directly to the Agent Support Team Leader, you will be responsible for supporting our field agents across various communication channels, promoting new products, and working to continuously improve service delivery. Your goal is to provide timely, efficient, and professional assistance, ensuring that all agent requests are handled seamlessly.

Key Responsibilities:

Field Agent Assistance:

• Assist field agents who contact the Mukuru call center, Agent Support Line, WhatsApp, Zendesk, Xcally, Snapengage, email, or any other accepted communication channels.
• Identify the Sales Consultant, obtain relevant information, and resolve queries.
• Verify client details and registrations when needed, and resend OTPs as requested.
• Resolve issues directly or escalate to the Agent Support Team Leader when necessary.

​​​​​​​Support & Guidance to Sales Agents:

• Provide guidance and support to Sales Agents on procedures and queries.
• Assist with app-related queries, device setup, and payroll issues.
• Keep the Sales Force updated on any relevant internal communications or new developments.

Upholding the Company Brand:

• Deliver professional, courteous, and efficient customer service at all times.
• Provide accurate information based on training and company guidelines.
• Ensure client confidentiality and adherence to the POPI Act.

​​​​​​​Professional & Self-Development:

• Monitor and manage your own performance against targets.
• Attend KPI meetings with the Agent Support Team Leader and participate in monthly performance reviews.
• Continuously enhance your skills by attending training courses for new products and participating in compliance training sessions.

Key Requirements:

Knowledge:

• Familiarity with money transfer procedures, FICA regulations, and African currencies.

Skills:

• Strong multitasking, computer, typing, and telephone skills.
• Excellent verbal communication, selling, time management, organizational, and administrative skills.
• Conflict management abilities and attention to detail.

​​​​​​​Experience:

• At least 6 months of Sales and Support Consultant experience (Essential).
• Contact center experience (Desirable).

​​​​​​​​​​​​​​Education:

• Grade 12 or equivalent (Essential).
• Degree/Diploma (Desirable).
• Completion of the Mukuru call center training course (Essential).
• Knowledge of Shangani, Sotho, Swahili, Portuguese languages (Desirable).

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The Role

• As a Senior Business Analyst, you will act as the critical link between business strategy and technical execution. You will work closely with Product Owners, Scrum Teams, business stakeholders and external partners to translate opportunities into clear, actionable delivery plans.
• You will report directly to the Head of Product Domain: Financial Services and operate within cross-functional Agile teams responsible for enterprise-level systems at the core of Mukuru’s platform.

What You Will Do

Strategic Business Analysis

• Engage stakeholders across all levels to elicit, analyse and refine requirements
• Identify opportunities to maximise return on investment and business impact
• Translate complex business needs into clear user stories, process diagrams and data flows
• Ensure a steady pipeline of well-defined, sprint-ready backlog items

Agile Delivery Enablement

• Support Scrum teams in understanding business and customer requirements
• Collaborate with development teams on estimation and solution alignment
• Work closely with QA to ensure delivered functionality meets expectations
• Contribute to prioritisation and roadmap discussions

Product and Partner Integration

• Liaise with third-party partners and suppliers on service integration
• Support product enhancements in multi-country and multi-channel environments
• Contribute to customer onboarding and self-service channel optimisation (e.g., WhatsApp, USSD)

Documentation and Communication

• Facilitate workshops, interviews and stakeholder sessions
• Assist with drafting user guides and training materials
• Communicate effectively with both technical and non-technical stakeholders
• Manage stakeholder expectations through clarity and structured engagement

What You Bring

• Degree or Diploma, preferably in Information Systems or a related field
• Minimum 3 years’ experience in Business Analysis within an Agile environment
• Experience in financial services, particularly customer onboarding or customer service
• Strong ability to translate requirements into user stories and structured artefacts
• Understanding of REST APIs and system integrations
• Exposure to compliance requirements such as KYC and FIC (advantageous)
• Strong communication, stakeholder management and facilitation skills
• You are analytical yet practical. Structured yet adaptable. Confident engaging executives and equally comfortable collaborating with engineers.