Cross-Functional Support Consultant at Mukuru

job Description

An exciting opportunity exists for a Cross-Functional Support Consultant to join our team in Harare.

The purpose of this role is to provide world class customer support by assisting with order creation, verifications, number changes as well as providing support to the corridor Agents Support.

The Cross-Functional Support Consultant reports directly to the Team Leader: Cross-functional Support. This position is responsible for providing support to the customers, by assisting with order creations, responding to queries, changing details as well as checking and verifying information gathered from new customers in order to open accounts. They are required to check the integrity of the documents provided and identify potential fraudulent documents. They must respond to customer’s queries as soon as the documents have been verified in order to conduct security checks and onboard customers timeously.

Internal Liaison takes place with the Agents, Verification, PayOps, Customer Support and Compliance. External liaison takes place with external customers.

Duties and Responsibilities

To assist customers who call the Mukuru contact centre
-To provide efficient support to customers
-Create accurate orders for customers
-Assist with resolving customer queries
-Update the required information or process the reset
-Escalate unresolved issues to Team Leader or relevant department

To verify customers' documentation
-Verify documentation and information supplied by customers when signing up for new accounts
Process Zendesk verification requests
-To complete the electronic verification process for customers
-Complete outstanding information on the verification form
-Select “bad” if any aspect looks suspicious and insert a comment/reason for the rejection
-Update Zendesk with all required notes and information
-Verify the information captured by the agent matches the information on supplied FICA documentation

To onboard new customers and process requests
-Onboard new customers
-Process requests for contact number changes and pin resets for customers
-Ensure a clear photograph of the customer holding their Identity document is received before processing any number changes or pin resets
-Verify that the Identity document/passport matches the one previously supplied and saved on the system profile

To make call backs and respond to all customers timeously and professionally
-Handling customer contacts through multiple channels
-Service customer requests for multiple products
-Ensure compliance when handling customer contacts

To promote new and additional products to customers
-Promote value add services
-Uphold the company brand

To manage own professional and self-development:
-Monitor and manage own targets
-Manage own professional and self-development
-Attend weekly KPI meeting with team leader
-Attend monthly and bi-annual performance meeting with team leader
-Adhere to training requirements
-Adhering to all compliance and regulation requirements