Contact Centre Consultant: New Business at Capfin

Requirements

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 paidup 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

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

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

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 Instore RICA; FICA and NCR processes)
• Must be fluent in one or more of the following languages [nonnegotiable]: Siswati, Sepedi, Tshivenda, Xitsonga and Ndebele