Contact Centre Consultant X1

5 months ago


Northern Suburbs, South Africa Capfin Full time

Furthermore, the Contact Centre Consultant accesses, gathers and educate customers on personal confidential financial information, loans, and transaction history.

1. Operational Productivity
- 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 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 of 6 months Contact Centre experience
- Minimum of 6 months customer facing retail experience
- Must have a clear track record and excellent performance scores
- Must be fluent (Read, Speak & understand) in one of the following language - Xhosa, Afrikaans 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
- Capfin Product
- Capfin Business Processes
- Capfin Organization Structure
- Capfin Policies and Processes
- Basic Numerical Principles
- Computer Literate
- Understanding of regulatory legislation (NCA AND POPIA)

**Capfin is committed to creating equal employment opportunities.



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