Agent: Service Recovery at Capitec Bank

Purpose Statement

To provide remote assistance and resolve non real time client queries with the aim on optimal client experience and client retention. 

Experience

Minimum:

• Minimum of 2 years client service experience.

Ideal:

• 2 years experience in a contact centre environment 

Qualifications (Minimum)

• Grade 12 National Certificate / Vocational

Qualifications (Ideal or Preferred)

Knowledge

Minimum:

Knowledge and understanding of:

• Financial Industry

Ideal:

Knowledge and understanding of:

• Capitec bank services, products policies and procedures.

• South African banking environment

• Social Media

Skills

• Communications Skills

Competencies

• Working with People

• Delivering Results and Meeting Customer Expectations

• Adapting and Responding to Change

• Coping with Pressures and Setbacks

• Deciding and Initiating Action

• Following Instructions and Procedures

• Persuading and Influencing

• Planning and Organising

Conditions of Employment

• Clear criminal and credit record