Contact Centre Consultant: New Business
6 months ago
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 SMS’s 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
**Capfin is committed to creating equal employment opportunities that is aligned to our Employment Equity Plan.
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