Outbound Sales Consultant

Welcome to the world of outbound sales at Mukuru! We're on the hunt for passionate individuals eager to connect with potential and existing customers, providing top-notch service and promoting our fantastic products. As an Outbound Sales Consultant, you'll be the voice of our brand, based in our vibrant Pretoria offices, but ready to embrace remote work when needed. Reporting directly to our Outbound Sales Team Leader, you'll play a crucial role in welcoming new customers to the Mukuru family and ensuring our existing ones feel valued and supported. If you're ready to make meaningful connections and drive customer loyalty, join us on this exciting journey!

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

To respond to all customers timeously and professionally

• To retain all churned and potential churned customers
• All responses to be professional and in line with quality assurance standards
• Provide assistance and resolve customer queries within SLA resolution time frames
• Create a ticket on the Zendesk if further action is required

Action all requests on behalf of the customer on all relevant systems

• Pay attention to big ticket items
• Verify the customer details
• Ask all security questions where required
• Accurately actioning customer requests on the system by accessing the customer's profile
• Obtain and correctly capture all customer and recipient information
• Ensure security measures are in place for new contacts/recipients on all orders
• Verify/recap details again before completing customer requests
• Notations are left after every interaction or action made on the customers' profile
• Disposition/outcomes are completed on all channels of communication

Ensure communication etiquette is adhered to in accordance with quality assurance standards

• First contact resolution is completed. Strive for no repeat/unnecessary customer follow ups
• Empower customers by promoting and explaining self-help channels for future requests/services
• Communication cadence rules on escalated/follow up queries with customers are followed/adhered to

Promote new and additional products to customers on all corridors

• Promote new products/services to customers
• Inform customers of additional products/services that may benefit them
• Upsell products/services when possible
• Maximise sales opportunities through outbound calling

Uphold company brand

• Provide professional customer service at all times
• Give information based on the training received
• Maintain customer confidentiality
• Maintain knowledge of all company products
• Provide support to other departments

Manage own professional and self-development

• Attend monthly performance meeting with Contact Centre Supervisor
• Attend all required training courses for new products

Key requirements:

• Grade 12 / or equivalent (Essential)
• Degree/Diploma (Desirable)
• Ability to understand and speak English and one of the following languages: (Shona or Tshwana)
• Mukuru call centre training course (Desirable)
• Knowledge of money transfer procedures
• Knowledge of online banking
• Knowledge of systems
• Knowledge of Mukuru products
• Knowledge of AML practices
• Knowledge of money transfer procedures
• Knowledge of FICA regulations
• Knowledge of currencies
• Knowledge of customer service principles
  
• Knowledge of Mukuru products and platforms

Additional Skills

• Computer skills
• Multitasking skills
• Telephone skills
• Verbal and written
• communication skills
• Time management skills
• Organisational & administrative skills
• Conflict management skills
• Attention to detail
• Interpersonal skills
• Sales driven with a positive attitude
• Problem solving skills
  

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