Agent Support Officer (China Corridor) at Mukuru

An exciting role has arisen within our team! The Sales Agent Support Officer position is vital in servicing the Agent Support function across the Mukuru Group and reports directly to the Agent Support Team Leader.

This dynamic role is dedicated to ensuring that the service provided to our field agents meets all Service Level Agreements (SLAs) and is continuously refined through ongoing discussions and training. The Officer will handle logging all Agent Requests via Zendesk or Xcally, with exceptions for specific WhatsApp Group Chats as determined by the Agent Support Team Leader.

Additionally, the Sales Agent Support Officer will promote new products to Field Agents through these communication channels. This position involves internal liaison with various teams within the Mukuru Group and Remitix, as well as external liaison with Field Agents and their Line Managers, to provide effective support and resolve queries within the stipulated SLA. Join our team and make a significant impact!

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

To assist Field Agents who contact the Mukuru call centre, the Agent Support Line, Whatsapp channels, Zendesk, Xcally, Snapengage, email, or any other accepted method of communication from the Mukuru or Remitix group of companies:

• Identify the Sales Consultant and obtain the relevant information
• Establish the query and provide assistance in answering
• Verify client details when required
• Verify registrations when required
• Resend OPT (One Time Pin) SMSs when requested
• Resolve the Sales Consultant’s query where possible or escalate to the Agent Support Team Lead

To provide support and guidance to the Sales Consultants/Agents:

• Provide guidance to the Sales Consultants/Agents when they are not sure of a procedure
• Assist with general information
• Assist with App Queries and Device Set Up
• Assist with Payroll Issues
• Keep the Sales Force updated with any new information communicated internally that may be applicable to them

To uphold the company brand:

• Provide professional customer service at all times
• Give information based on the training received
• Maintain client confidentiality and adherence to the POPI Act

To manage own professional and self-development:

• Monitor and manage own targets
• Attend KPI meetings with Agent Support Team Leader
• Attend monthly performance meetings
• Attend all required training courses for new products
• Participate in all required compliance training and assessments

Key Requirements

• Grade 12 or equivalent (Essential)
• Degree/diploma (Desirable)
• Mukuru call centre training course (Essential)
• Communicating in Mandarin (Essential)
• 6 months Sales and Support Consultant experience (Essential)
• 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

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

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 DIVERSITY AND INCLUSION PLANS