Contact Centre Consultant x2 at Capfin

DESCRIPTION

• 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:

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 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

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

REQUIREMENTS
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