Agent Support Officer at Mukuru

Agent Support Officer

About Mukuru:
Mukuru is a leading next-generation financial services platform dedicated to empowering Africa’s emerging consumers by providing accessible, reliable, and affordable financial solutions. Established in 2004, Mukuru has grown exponentially, serving over 16 million customers across more than 50 countries and completing over 100 million transactions to date.

With a commitment to financial inclusion and a customer-centric approach, Mukuru is not just a financial services provider but a trusted partner in helping customers achieve greater financial security and a better quality of life.

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).

I am sure you are reading this job description and meet majority of the criteria BUT you may also still not be 100% comfortable in applying. We believe that there is a place for everyone under the Mukuru sun and we want YOU to contribute to our diverse tapestry of talent. So come on, take a leap of faith, and send your application if you meet majority of our requirements. Remember to include a snippet of how you will bring value and help us build a future of success that will help us determine where and how you may best be suited” Maybe you are just the future Mukurian we need!!

Should you be appointed in a remote/work from home role at Mukuru, it is your responsibility to ensure that you have uninterrupted internet connectivity and a ‘work-like’ environment at your home location, in order to deliver your best in terms of performance, productivity and service to our customers.

If you do not receive any response after two weeks, please consider your application unsuccessful.

NB: ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S DIVERSITY AND INCLUSION PLANS