Description

The purpose of the Contact Centre Consultant is 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.

Requirements

Operational Productivity

As per KPI scorecard, including but not limited to the following tasks:

• QA, AHT, Productivity, Adherence, Idle Time, Absence, Time keeping
• Gathering information to establish eligibility for loans
• Capturing personal financial info i.e., salary, debt, household income & expenditure etc.
• Capturing confidential customer information

Assist with Customer Service queries such as:

• Processing refund requests, settlement quotes and paid-up letters
• Sending SMS’s as per customers’ needs i.e., POI details, settlement quote, payment details
• Sending of documents as per customers’ needs i.e., loan statement, loan agreement & loan quote
• Gathering information from transactions tab to provide customers with feedback on payment related queries

Customer Experience

• Conducts call activities with the necessary attention to detail
• Follows all call processes in such a way that Quality Assurance processes are met
• Updates all relevant systems accurately
• Provides a positive customer experience that promotes positive Customer Satisfaction Survey
• Provides good listening skills and positive objection handling
• Striving for First Call Resolution

Teamwork

• Active involvement in motivational/teambuilding activities
• Adheres to Company disciplinary procedure that produces a positive contribution to the team
• Behave and displaying the Company Values through all engagements, internally and externally

Functional Competencies:

• Computer Literate
• Verbal Communication Skills
• Problem Solving
• Understanding of regulatory legislation (NCA and POPIA)

Behavioural Competencies:

• Collaboration
• Quality and Detail Orientation
• Customer Focus
• Resilience
• Objection Handling Skills
• Conflict Resolution
• Professionalism/Good work ethic

Qualifications:

• Senior Certificate (Grade 12)/ NQF Level 4

Experience:

• Minimum of 6 months’ Contact Centre experience or
• Minimum of 6 months’ customer facing retail experience (exposure to In-store RICA; FICA and NCR processes)
• Must be fluent in one or more of the following languages: Afrikaans, Siswati, Sepedi, Sesotho (Northern Sotho), Tshivenda, Xitsonga, Setswana, and Ndebele [non-negotiable]