Job Description

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.1.Operational Productivity
As per KPI scorecard, including but not limited to the following tasks:
-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 informationAssist with Customer Service queries such as: - but not limited to:
-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 queries2.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 Resolution3.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 externallyFunctional 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 ethicQualifications:
-Senior Certificate (Grade 12)/ NQF Level 4Experience:
-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: Afrikaans, Siswati, Sepedi, Sesotho (Northern Sotho), Tshivenda, Xitsonga, Setswana, and Ndebele [non-negotiable]You are welcome to apply should you meet the minimum requirements as outlined above.Should you not receive a response within 4 weeks of your application, please consider your application to be unsuccessful.By submitting your application, youre giving Capfin implicit consent to the storage and processing of your personal Information.Capfin is committed to creating equal employment opportunities that is aligned to our Employment Equity Plan.

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