Mukuru is one of the largest money transfer providers in Africa and a leading Next Gen Financial Services Platform that offers affordable and reliable financial services to the emerging consumer. The foundation of our business was built by providing the continent’s migrant diaspora with safe, convenient international money transfers. From this base we have grown a wide range of products and services that take their cue from our customers’ needs and aspirations for greater financial security and a better life. To this end, we continue to build a highly robust and resilient physical and digital financial payments infrastructure across Africa that unlocks new value-added services for our loyal customers. This includes cash transfers, Mukuru Funeral Cover, and the Mukuru Card. As a fintech provider, Mukuru has underpinned its successful customer engagement strategy with the ability to ‘speak the language’ of its users and gain a grassroots understanding of the unique pain points that customers face in each market. Our engagement platforms include WhatsApp, free USSD, the Mukuru App, and the website. Customers are always able to speak to Mukuru about any challenges or difficulties with the platform, whether it’s a Mukuru agent in a physical booth, at a branch, over the telephone, or via a virtual live chat function in a language of the customer’s choosing, and often in their mother tongue. Take a walk through our Contact Centre at any time, and you’ll hear conversations in 15 languages – our very own united nations of Africa and Asia.

Job description

Mukuru has an exciting opportunity available for an experienced Customer Service Representative to join our team in Cape Town. The main purpose of this position is to provide foreign exchange services in a professional and efficient manner.

The Customer Service Representative reports directly to the Branch Manager. The successful candidate is responsible for processing foreign exchange transactions in an accurate and professional way. They are required to carry out transactions in a legally compliant manner by checking the integrity of the documents provided and identify potential fraudulent documents.

Internal Liaison takes place with the branch staff. External liaison takes place with external customers.

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

Process foreign exchange transactions accurately
Ensure correct and valid documentation in provided by customers in order to ensure legal compliance
Manage own stock to ensure accurate balancing
Maintain current knowledge of foreign exchange and ICFX system
Uphold the company brand
Manage own professional and self-development

Key Requirements:

Grade 12 / or equivalent (Essential)

Mukuru Forex Consultant training course (advantageous)
Must remain current and competent by-passing tests and assignments (Essential)
1-year Customer Service Consultant experience (Essential)
Foreign exchange experience (Desirable)
Knowledge of foreign currencies
Knowledge of FICA regulations
Knowledge of exchange control regulations
Knowledge of ICFX system

Additional Skills:

Computer skills
Telephone skills
Verbal and written communication skills
Organizational & administrative 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.

Only shortlisted candidates will be contacted. If you do not receive any response after two weeks of the closing date, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S EE TARGET

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