Consultant : Customer Services

CapfinZA

25 days ago

Job description

Job title : Consultant : Customer Services

Job Location : Western Cape,

Deadline : November 06, 2025

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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 have a clear track record and excellent performance scores

Must be fluent (Read, Speak & understand) in one of the following languages – Xhosa, Zulu and Afrikaans

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