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Contact Centre Adviser X2 – Northern Suburbs, Cape

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



  • Grade 12 (Matric)


  • 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

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