About the Role:

• An exciting opportunity has become available for an Agent Support Officer to join our dynamic team!
• Are you passionate about providing world-class support? Do you thrive in a fast-paced environment where assisting field agents and ensuring seamless service delivery is your priority? If so, we want you on board!
• As an Agent Support Officer, you will be responsible for servicing the Agent Support function across the Mukuru Group, ensuring that our field agents receive top-tier service and assistance. Your role will involve managing queries, providing training, and promoting new products, all while maintaining excellent communication and adherence to service-level agreements (SLAs).

Key Responsibilities:

• Assist Field Agents who contact the Mukuru call centre, Agent Support Line, WhatsApp channels, Zendesk, Xcally, Snapengage, email, or other accepted communication methods.
• Identify and verify Sales Consultants, obtain relevant information, and resolve queries efficiently.
• Provide guidance on procedures, app queries, device setup, and payroll issues.
• Keep Sales Force updated on new information communicated internally.
• Promote and educate Field Agents on new products and services.
• Uphold the Mukuru brand by delivering professional customer service at all times.
• Maintain confidentiality and adhere to the POPI Act regulations.
• Manage and monitor personal performance targets.
• Attend KPI meetings, monthly performance meetings, and all required training sessions.

What We’re Looking For:

• Experience in sales, support, or customer service.
• Strong multitasking and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to work in a fast-paced and target-driven environment.
• Knowledge of money transfer procedures, FICA regulations, and African currencies (desirable).
• Understanding and speaking of a Zimbabwean/Malawian/other relevant language (desirable).