Contact Centre Consultant X2

1 week ago

Northern Suburbs, South Africa Capfin Full time

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 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

Capfin is committed to creating equal employment opportunities.

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