Contact Centre Consultant: New Business

1 day ago

Northern Suburbs, South Africa Capfin Full time

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.

**1.Operational Productivity**
**As per KPI scorecard, including but not limited to the following tasks**:

- 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

**Assist with Customer Service queries such as: - but not limited to**:

- 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

**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

**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 [non-negotiable]: Siswati, Sepedi, Sesotho (Northern Sotho), Tshivenda, Xitsonga, Setswana, and Ndebele

**Capfin is committed to creating equal employment opportunities that is aligned to our Employment Equity Plan.

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