Job Description

We have exciting & challenging positions available for individuals who are highly meticulous and experienced, who enjoys working in a performance driven environment. The purpose of the Contact Centre Consultant is to provide immediate call solutions to Customers in an efficient manner and with a positive attitude, thereby portraying a professional company image whilst striving for Customer Satisfaction.

Key Performance Areas:
1. Operational Productivity

• QA, AHT, Productivity, Adherence, Idle Time, Absence, Time keeping
• Gathering information to establish eligibility for loans
• Capturing personal financial info i.e., salary, debt, household income & expenditure, etc
• Capturing confidential customer information
• Processing refund requests, settlement quotes and paid-up letters
• Sending SMSs as per customers needs i.e., POI details, settlement quote, payment details
• Sending of documents as per customers needs i.e., loan statement, loan agreement & loan quote
• Gathering information from transactions tab to provide customers with feedback on payment related queries

2. Customer Experience

• Conducts call activities with the necessary attention to detail
• Follows all call processes in such a way that Quality Assurance processes are met
• Updates all relevant systems accurately
• Provides a positive customer experience that promotes positive Customer Satisfaction Survey
• Provides good listening skills and positive objection handling
• Striving for First Call Resolution

3. Teamwork

• Active involvement in motivational/teambuilding activities
• Adheres to Company disciplinary procedure that produces a positive contribution to the team
• Behave and displaying the Company Values through all engagements, internally and externally

Qualifications:

• Senior Certificate - Grade 12/ NQF Level 4

Experience:

• Minimum of 6 months Contact Centre experience or
• Minimum of 6 months customer facing retail experience (exposure to In-store RICA; FICA and NCR processes)
• Must be fluent in one or more of the following languages: Siswati, Sesotho, Sepedi (Northern Sotho), Tshivenda, Xitsonga, Tswana, and Ndebele [non-negotiable]

Functional Competencies:

• Computer literate
• Verbal communication skills
• Problem Solving
• Understanding of regulatory legislation (NCA and POPIA)

Behavioural Competencies:

• Collaboration
• Quality and Detail Orientation
• Customer Focus
• Resilience
• Objection Handling skills
• Conflict Resolution
• Professionalism/Good work ethic

Should you not receive a response within 4 weeks of your application, please consider your application to be unsuccessful.

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Capfin is committed to creating equal employment opportunities that is aligned to our Employment Equity Plan.

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