We have exciting & challenging positions available for individuals who are highly meticulous and experienced, who enjoys working in a performance driven environment. 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.
Key Performance Areas:
1. Operational Productivity
As per KPI scorecard, including but not limited to the following tasks:
o QA, AHT, Productivity, Adherence, Idle Time, Absence, Time keeping
o Gathering information to establish eligibility for loans
o Capturing personal financial info i.e., salary, debt, household income & expenditure, etc.
o Capturing confidential customer information
Assist with Customer Service queries such as: - but not limited to:
o Processing refund requests, settlement quotes and paid-up letters
o Sending SMSxe2x80x99s as per customersxe2x80x99 needs i.e., POI details, settlement quote, payment details
o Sending of documents as per customersxe2x80x99 needs i.e., loan statement, loan agreement & loan quote
o Gathering information from transactions tab to provide customers with feedback on payment related queries
2. Customer Experience
o Conducts call activities with the necessary attention to detail
o Follows all call processes in such a way that Quality Assurance processes are met
o Updates all relevant systems accurately
o Provides a positive customer experience that promotes positive Customer Satisfaction Survey
o Provides good listening skills and positive objection handling
o Striving for First Call Resolution
3. Teamwork
o Active involvement in motivational/teambuilding activities
o Adheres to Company disciplinary procedure that produces a positive contribution to the team
o Behave and displaying the Company Values through all engagements, internally and externally
Functional Competencies:
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