Cross-Functional Consultant (Mandarin)

Findojobs South Africa; Wes-Kaap; Hybrid; ZAR 150,000 - 200,000; Full time

Job summary

A customer support company is seeking a Mandarin speaking Cross-Functional Consultant in Cape Town or Pretoria. The role involves providing world-class support to customers from the China corridor, including order verification and efficient resolution of customer queries. Applicants must possess a Grade 12 qualification and have experience in customer service, alongside proficiency in English and Mandarin. This position offers an opportunity to manage customer interactions and uphold the company’s brand.

Qualifications

• Essential understanding and speaking of English and Mandarin.
• 1 year of Customer Service Consultant experience required.
• Knowledge of money transfer procedures is a plus.

Responsibilities

• Provide efficient support to Corridor customers.
• Verify documentation and information supplied by Corridor customers.
• Make inbound and outbound calls to customers for security checks.

Skills

Customer Service

Mandarin communication

Verbal and written communication skills

Organisational skills

Education

Grade 12 or equivalent

Job description

An exciting opportunity exists for a Mandarin speaking Cross-Functional Consultant to join our team in Cape Town or Pretoria.

The purpose of this role is to provide World Class customer support to customers from the China corridor by assisting with order creation, verifications, number changes as well as providing support to the corridor Agents.

The Cross-functional Consultant reports directly to the Cross-functional CS Lead. This position is responsible for providing support to the customers in the China corridor, by assisting with order creations, responding to queries, changing details as well as checking and verifying information gathered from new customers within the China corridor in order to open accounts. They are required to check the integrity of the documents provided and identify potential fraudulent documents. They must respond to inbound and make outbound calls to the customer as soon as the documents have been verified in order to conduct security checks and onboard customers timeously.

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

• To provide efficient support to Corridor customers
• Assist with resolving customer queries within the Corridors
• Verify documentation and information supplied by Corridor customers when signing up for new accounts
• Process Zendesk verification requests
• Check the Proof of Income for non-South African citizens is completed in full with the job title, Identification number, salary, employers information and signature
• Check the Proof of Residence form is completed with the customer address, signature and agents signature
• To complete the electronic verification process for Corridor customers
• Complete outstanding information on the verification form
• Select “bad” if any aspect looks suspicious and insert a comment/reason for the rejection
• Make inbound and outbound calls to Corridor customers in order to carry out security checks
• Onboard customer within 5 minutes of sign up
• Process requests for contact number changes and pin resets for Corridor customers
• Ensure a clear photograph of the customer holding their Identity document is received before processing any number changes or pin resets
• Verify that the Identity document/passport matches the one previously supplied and saved on the system profile
• Call the client to establish that it is the correct client making the request
• Generate a statement form Mukuru card manager in order to ask security questions
• Refer the customer to their nearest branch if any information appears suspicious
• Update the required information or process the reset
• Update Zendesk with all required notes and information
• Respond to whatsapp and skype requests on allocated rotational days
• Provide support to the agent consultants for the Corridor
• Escalate unresolved issues to Team Leader or relevant department
• Uphold the company brand
• Manage own professional and self-development
• Verify the information captured by the agent matches the information on supplied FICA documentation

Key Requirements:

• Grade 12 or equivalent (Essential)
• Understanding and speaking of English and Mandarin (Essential)
• 1 years Customer Service Consultant experience (Essential)
• Knowledge of money transfer procedures
• Knowledge of FICA regulations

Additional Skills:

• Verbal and written communication skills
• Organisational & administrative skills

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.