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    • Agent Support Officer - Cape Town - Mukuru

    Mukuru
    Mukuru Cape Town

    5 days ago

    Default job background
    Accounting / Finance
    Description

    Job Title: Sales Agent Support Officer

    This role is crucial in servicing the Agent Support function across the Mukuru Group and reports directly to the Agent Support Team Leader.

    The Sales Agent Support Officer will ensure 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.

    The Officer will also 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.

    Responsibilities:

    1. 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
    2. 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
    3. 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
    4. 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

    Requirements:

    1. Grade 12 or equivalent (Essential)
    2. Degree/diploma (Desirable)
    3. Mukuru call centre training course (Essential)
    4. Communicating in Mandarin (Essential)
    5. 6 months Sales and Support Consultant experience (Essential)
    6. Contact centre experience (Desirable)
    7. Knowledge of money transfer procedures
    8. Knowledge of FICA regulations
    9. Knowledge of African currencies

    Additional Skills:

    1. Multitasking skills
    2. Computer skills
    3. Typing skills
    4. Telephone skills
    5. Verbal communication skills
    6. Selling skills
    7. Time management skills
    8. Organisational & administrative skills
    9. Conflict management skills
    10. Attention to detail
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