Company: Mukuru
Location: South Africa
An awesome opportunity exists for Agent Support Officer to join the team based in Cape Town.
The purpose of this role is to provide support and assistance to the Sales Agents (also known as “field agents”) by resolving queries within the stipulated SLA.
The Sales Agent Support Officer reports directly to the Agent Support Team Leader. This position is responsible for servicing the Agent Support function across the Mukuru Group. The Sales Agent Support Officer is required to ensure that the service provided to our field agents, meets all SLA’s and is constantly examined for methods of improvement. This is done through continuous discussion and training. All Agent Requests need to be logged via Zendesk or Xcally, with the exception on certain Whatsapp Group Chats (determined by the Agent Support Team Leader).
The Sales Agent Support Officer is also responsible for promoting new products to Field agents, via the channels formerly mentioned.
Internal Liaison takes place with all other internal teams within the Mukuru Group and Remitix. External liaison takes place with all Field Agents and their Line Managers.
Key Requirements:
- Grade 12 or equivalent (Essential)
- Degree/Diploma in relevant field of study (Desirable)
- The ability to communicate in one of the following languages: Chichewa, Swahili, Shangani or Sesotho.
- Mukuru call centre training course (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