We have an opportunity for two skilled Contact Centre Advisers in the Customer Services Department. As a Contact Centre Adviser, you will be responsible for providing immediate call solutions to customers efficiently and positively, thereby portraying a professional company image and striving for customer satisfaction.
You will access, gather, and educate customers on personal confidential financial information, loans, and transaction history.
Position: Contact Centre Adviser X2
Location: Northern Suburbs – Cape
Reference Number: CF-49
Key Performance Areas:
1. Operational Productivity: As per KPI scorecard, including but not limited to:
- Analyzing information to identify and solve account queries
- Providing information on transaction history
- Gathering information to establish eligibility for loans
- Educating/informing customers on loans and completing loan applications
- Educating/informing customers on payment history
- Capturing personal financial information (salary, debt, household income, and expenditure)
- Capturing confidential customer information
- Meeting QA, AHT, productivity, adherence, idle time, absence, and timekeeping standards
2. Capfin Customer Experience:
- Conducting calls professionally and ensuring correct customer information is captured in Captivate
- Accurately updating Captivate
- Using positive language when speaking to customers
- Showing empathy towards customers
- Handling inbound/outbound/multimedia calls during high call volumes
- Following scripts accurately while providing exceptional customer service
- Adhering to call processes to meet Quality Assurance standards and ensure compliance
- Providing a positive customer experience to promote Customer Satisfaction Surveys
- Demonstrating good listening skills and positive objection handling
- Striving for First Call Resolution
Requirements:
Qualifications:
- Grade 12 (Matric)
Experience:
- Minimum 1 year of Contact Centre experience
- Minimum 1 year of customer-facing retail experience
- Fluency in one of the following languages (Read, Speak, & Understand): Afrikaans, Sesotho, or IsiZulu
Functional Competencies:
- Knowledge of Capfin products
- Understanding of Capfin business processes and organizational structure
- Familiarity with Capfin policies and processes
- Basic numerical skills
- Computer literacy
- Understanding of regulatory legislation (NCA and POPIA)
Behavioral Competencies:
- Collaboration
- Resilience
- Customer focus
- Quality and detail orientation
- Problem-solving
- Professionalism/Good work ethic
- Conflict resolution
Contact Centre Adviser X2 – Northern Suburbs, Cape
