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Team Leader

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Mukuru Financial Services currently has opportunities for Team Leaders to be based at their offices in Cape Town.

It is important that applicants have a knowledge of money transfer procedures, FICA and FAIS regulations and African currencies. It is essential that applicants are able to understand and speak a Zimbabwean / Malawian or other relevant African language.

This is a permanent position based in the Cape Town office and reports directly into the Call Centre Manager.

Duties and Responsibilities (include but is not limited to):

  • To improve and maintain customer service excellence by reducing complaints
  • To ensure the contact centre equipment is working effectively
  • To compile and submit weekly and monthly reports
  • To monitor call centre systems
  • To uphold the company brand
  • To perform general people management functions
  • To conduct performance management functions to ensure effective running of the contact centre
  • Monitor individual team members performance and targets
  • Prepare for and hold weekly KPI meeting with each team member
  • Coach and mentor staff when required
  • Periodically listen in on calls to assess the quality of the service
  • Encourage effective use of Big Ticket issues
  • Ensure all staff attend required training courses for new products

Requirements:

  • Must be able to speak a Zimbabwean / Malawian / other relevant African language at a native level
  • Grade 12 or equivalent
  • Degree /Diploma (desirable)
  • 1-2 years Customer Service Consultant experience
  • Mukuru call center training course completed
  • Understanding and speaking of a Zimbabwean/Malawian language (desirable)
  • Knowledge of money transfer procedures
  • Knowledge of FICA regulations
  • Knowledge of African currencies
  • Knowledge of customer service principles

Other skills:

  • Multitasking skills
  • Computer skills
  • Typing skills
  • Telephone skills
  • Verbal communication skills
  • Selling skills
  • Time management skills
  • Organisational & administrative skills
  • Conflict management skills
  • Attention to detail
  • Interpersonal skills

To apply for this opportunity, please send your CV and copies of qualifications to careers@mukuru.com with the subject heading:  Team Leader by 21 June 2019

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