Contact Centre Consultant: Customer Services at Capfin

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

Key Performance Areas:

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 loans qualified for and complete the loan application where applicable
• 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 3 months Contact Centre experience
• Must have a clear track record and excellent performance scores
• Must be fluent(Read, Speak & understand) in one of the following language – Sesotho, IsiZulu or Afrikaans

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