Wallet Operations Consultant

1 week ago

Cape Town, Saudi Arabia Mukuru Full time

Duties and Responsibilities Include but is not limited to:

  • Reduce costs and increase efficiency while delivering world-class customer service
  • Take ownership of the processes and systems used within the team and contribute ideas to increase service levels and reduce cost
  • Escalate system issues to relevant support or IT teams to investigate and resolve
  • Identify tech & non-tech improvements to processes and systems that improve service levels, reduce cost and free up capacity within the team
  • Ensure payments and non-payment queries are done correctly with zero errors/mistakes within stipulated KPI’s
  • Process all customer queries payment and non-payment load all unallocated payments in line with KPIs
  • Verify payments before allocating and requesting authorisation
  • Use discretion when processing payments that are out of the ordinary or unclear. Request confirmation from Senior Controller for assistance with decision making
  • Process customer queries in line with the latest processes as contained in the “Processes” document
  • Process customer queries with zero errors/mistakes
  • Engage with customers in a way that delivers World Class Service and builds brand equity
  • Always be professional, positive and helpful when interacting with customers on all platforms ie, email and on the phone as well as in a manner that represents our brand values and strengthens the customer's affinity towards our company
  • Effectively communicate, presenting correct tones, active listening skills and call controls
  • Listen attentively, be friendly, say thank you and sincerely apologise when appropriate
  • Show immediate action and solutions.
  • Treat each customer with great courtesy and respect and give the same excellent treatment as you would like to receive yourself
  • Take ownership of all queries
  • Offer appropriate timescale for a solution
  • Achieve the performance measures for responding to and resolving customer queries as outlined in the KPI document
  • Have sound product knowledge to provide first contact resolution
  • Communicate with internal and external stakeholders
  • Attend to escalations from internal departments via Helpdesk and the Escalations chat as well as external department eg branches
  • Escalate to the relevant external and internal stakeholders to ensure client queries are resolved appropriately
  • Achieve the performance measures for responding to escalations as outlined in the KPI document
  • Manage own performance and self-development

Key Requirements:

  • Grade 12 / or equivalent Essential
  • Degree/diploma desirable
  • 6 months as a Customer Service Consultant Essential
  • Understanding and speaking of English and Shona/Ndabele Essential
  • Knowledge of money transfer procedures
  • Knowledge of African currencies
  • Knowledge of card manager and Zendesk systems

Additional Skills:

  • Computer skills
  • Typing skills
  • Telephone skills
  • Verbal communication skills
  • Organisational & administrative skills
  • Attention to detail

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