Contact Centre Consultant X1
5 months ago
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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