Consultant: Customer SevicesCapfin • Cape Town, Western Cape, South Africa
Consultant : Customer Sevices
Capfin • Cape Town, Western Cape, South Africa
12 days ago
Job descriptionConduct 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 Grade 12 (Matric) 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 Capfin Product Capfin Business Processes Capfin Organization Structure Capfin Policies and Processes Basic Numerical Principles Computer Literate Understanding of regulatory legislation (NCA AND POPIA) Collaboration Resilience Customer Focus Quality and Detail Orientation Problem Solving Professionalism / Good Work Ethic Conflict Resolution
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.
Key Performance Areas
- Analyze information to identify and solve account queries
- Offer information to customers on transaction history
- Gather 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
- Capture personal financial info i.e., salary, debt, household income & expenditure
- QA, AHT, Productivity, Adherence, Idle Time, Absence, Time keeping
Customer Experience
Qualifications
Functional Competencies
Behavioural Competencies
Capfin is committed to creating equal employment opportunities.
Closing Date : Wednesday, 08 October
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Consultant • Cape Town, Western Cape, South Africa
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