Capfin
Consultant: Customer Services
Company: Capfin
Location: Cape Town CBD, Western Cape
Job Type: Permanent
Experience Level: Entry Level / Junior
Salary: Market Related
Reference Number: CF-63
Application Deadline: Open until filled
About the Role
Capfin is seeking a skilled and professional Contact Centre Consultant to join our dynamic Customer Services team. This is an excellent entry-level opportunity for an individual who is passionate about providing exceptional customer service and is looking to build a career in the financial services industry.
In this role, you will be the first point of contact for our customers, providing immediate and efficient solutions to their queries. You will play a crucial part in maintaining our company’s professional image and ensuring high levels of customer satisfaction. Your responsibilities will include handling confidential financial information, discussing loan products, and resolving account-related inquiries.
Key Performance Areas
1. Operational Productivity
- Analyze customer information to identify and resolve account queries efficiently.
- Provide customers with accurate information on their transaction history.
- Gather necessary information to assess customer eligibility for various loan products.
- Educate and inform customers on the loans they qualify for and assist with the completion of loan applications.
- Clearly explain payment history and account details to customers.
- Accurately capture sensitive personal and financial customer data, including salary, debt obligations, and household income/expenditure.
- Adhere to all Key Performance Indicators (KPIs) as per the scorecard, including Quality Assurance (QA), Average Handle Time (AHT), Productivity, Schedule Adherence, and Timekeeping.
2. Capfin Customer Experience
- Handle all customer interactions in a professional, empathetic, and positive manner.
- Ensure all customer information is accurately updated and captured in our Captivate system.
- Utilize positive language and effective objection-handling skills to enhance the customer experience.
- Demonstrate strong active listening skills to fully understand and address customer needs.
- Strive for First Call Resolution (FCR) to resolve issues promptly and effectively.
- Flexibly move between inbound calls, outbound calls, and multimedia channels as required during high-volume periods.
- Follow all call scripts and processes meticulously to ensure compliance with business and regulatory standards.
- Contribute to positive Customer Satisfaction Survey results by delivering outstanding service.
Requirements
Qualifications
- Grade 12 (Matric) certificate is essential.
Experience
- A minimum of 1 year of experience in a Contact Centre environment.
- At least 1 year of customer-facing retail experience.
- A clear track record and history of excellent performance scores in previous roles.
- Must be fluent (able to read, speak, and understand) in at least one of the following languages: Xhosa, Zulu, or Afrikaans.
Functional Competencies
- Knowledge of Capfin products, business processes, and organizational structure.
- Understanding of Capfin policies and standard operating procedures.
- Basic numerical skills and a strong aptitude for figures.
- Computer literacy and proficiency with relevant software.
- A working understanding of key regulatory legislation, specifically the National Credit Act (NCA) and the Protection of Personal Information Act (POPIA).
Behavioural Competencies
- Collaboration: Ability to work effectively within a team.
- Resilience: Capacity to handle challenging situations and maintain performance under pressure.
- Customer Focus: A genuine passion for helping and serving customers.
- Quality and Detail Orientation: A keen eye for accuracy and detail in all tasks.
- Problem Solving: Strong analytical skills to identify issues and develop effective solutions.
- Professionalism/Good Work Ethic: Demonstrates integrity, reliability, and a strong sense of responsibility.
- Conflict Resolution: Ability to handle and de-escalate customer complaints calmly and professionally.
Application Process
Should you not receive a response within 4 weeks of your application, please consider your application to be unsuccessful.
By submitting your application, you are giving Capfin implicit consent to the storage and processing of your personal information for recruitment purposes.
Capfin is committed to diversity and creating equal employment opportunities. We encourage all qualified individuals to apply.
How to Apply:
Please follow the link below to apply for this position through our official hiring portal.