Job Description

We have an opportunity for a skilled Contact Centre Consultant in the Customer Services Department. As a Contact Centre Consultant, you would be required 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. The Contact Centre Consultant accesses, gathers and educate customers on personal confidential financial information, loans, and transaction history.Key Performance Areas:1. Operational Productivity
As per KPI scorecard, including but not limited to the following tasks:

• Analysing information to identify and solve account queries
• Offer information to customers on transaction history
• Gathering information to establish eligibility for loans
• Educate/inform customers on loans qualified for and complete the loan application where applicable
• Educate/inform customers on payment history
• Capturing personal financial info i.e., salary, debt, household income & expenditure
• Capturing confidential customer information
• QA, AHT, Productivity, Adherence, Idle Time, Absence, Time keeping

2. Capfin Customer Experience

• Conducts calls in a professional manner and ensuring the correct customer information is captured on Captivate
• Updating of Captivate accurately
• Ability to use positive language while speaking to Capfin customers.
• Show empathy towards your customers on the call
• Move from inbound/outbound/multimedia when we experience high call volumes
• Follows all scripts accurately, while providing exceptional customer services
• Follows all call processes in such a way that Quality Assurance processes are met to ensure the business always remains complaint
• Provides a positive customer experience that promotes positive Customer Satisfaction Survey
• Illustrates Good listening skills and positive objection handling
• Striving for First Call Resolution

Qualification

• Grade 12 (Matric)

Experience

• Minimum 1 year Contact Centre experience
• Minimum 1 year customer facing retail experience
• Must be fluent (Read, Speak & understand) in one of the following languages - Afrikaans, Sesotho or IsiZulu

Functional Competencies

• Capfin Product
• Capfin Business Processes
• Capfin Organization Structure
• Capfin Policies and Processes
• Basic Numerical Principles
• Computer Literate
• Understanding of regulatory legislation (NCA AND POPIA)

Behavioural Competencies

• Collaboration
• Resilience
• Customer Focus
• Quality and Detail Orientation
• Problem Solving
• Professionalism/Good Work Ethic
• Conflict Resolution

Should you not receive a response within 4 weeks of your application, please consider your application to be unsuccessful.By submitting your application, you are giving Capfin implicit consent to the storage and processing of your personal information.Capfin is committed to creating equal employment opportunities.

Capfin