Contact Centre Consultant x2

at  Capfin

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:
1. 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

1. 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 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

• 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 keepin