Wallet Operations Controller

Mukuru is on the lookout for a Wallet Operations Controller to join our team in Cape Town.

The main purpose of this role is to provide World Class Service by efficiently performing processes and resolving queries in a manner that builds equity with our customers and internal departments.

The Wallet Ops Controller is responsible for ensuring wallet customers receive World Class Service by being the main point of contact for customers with any payment or service queries. They are responsible for ensuring that all payment and service issues are resolved correctly within set KPIs.

Controllers are required to liaise with customers directly in a manner that represents our brand values and strengthens their affinity towards the Mukuru brand.

Internal liaison takes place with the wider Wallet and Vas Team and external liaison takes place with suppliers and customers.

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 KPIs
• 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)
• Mukuru call center training course
• 6 months as a Customer Service Consultant (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

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 COMPANYS EE TARGET