Job Description

At Mukuru, customer support is more than answering calls - it's about building trust, solving problems, and creating loyalty.
As a Customer Support Consultant, you will be the voice of Mukuru for customers across multiple corridors. You'll assist customers with money transfer orders, digital support, and account queries while promoting Mukuru's products in a professional, compliant, and customer-centric way.
This role is ideal for someone who enjoys fast-paced environments, meaningful customer interaction, and delivering solutions that make a real difference in people's lives.
Your Mission
To deliver exceptional, efficient, and accurate customer support across voice and digital channels, ensuring every interaction strengthens customer confidence in the Mukuru brand.
What You'll Be Doing
Customer Support & Engagement

• Handle incoming calls from existing and prospective customers.
• Make outbound call-backs to customers who have requested follow-up.
• Assist customers via digital chat support platforms.
• Identify customer needs and provide clear, accurate solutions.

Orders, Tickets & Systems

• Create money transfer orders accurately on behalf of customers.
• Capture and manage customer queries using Zendesk.
• Escalate queries efficiently while ensuring complete and accurate information.
• Manage personal call queues by prioritising customer needs.

New Customer & Account Support

• Support new customers with account creation and onboarding.
• Coordinate meetings and guide customers through account requirements.
• Assist UK-based customers with account setup and usage.

Sales, Retention & Brand Advocacy

• Promote new and additional Mukuru products to customers.
• Educate customers on product features and benefits.
• Uphold Mukuru's brand values through professional service and communication.

Compliance & Accuracy

• Ensure all customer and transaction information is captured accurately.
• Apply knowledge of money transfer processes and FICA regulations.
• Maintain high standards of data integrity and confidentiality.

Professional Development

• Take ownership of personal learning and development.
• Complete all required training and assessments.
• Continuously improve performance, service quality, and product knowledge.

What You Bring
Qualifications

• Grade 12 or equivalent (Essential)
• Degree or Diploma (Desirable)
• Mukuru Customer Support training completed (or willingness to complete)

Language Requirements (Essential)

• Fluent in English and at least one of the following languages:

• Chewa
• Mozambican Portuguese
• Mandarin
• Bengali
• Sotho
• Bemba
• Shona
• Urdu

Experience & Knowledge

• Minimum 6 months customer service experience
• Contact Centre experience (Desirable)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of African currencies

Skills & Attributes

• Strong verbal communication and telephone skills
• Excellent multitasking and time management ability
• Confident computer and typing skills
• Selling and customer retention skills
• Conflict resolution and problem-solving ability
• High attention to detail and accuracy
• Organised and administratively strong

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

Skills Required