Team Leader: Merchant Support (Call Centre Experience)

Date: 28 Mar 2024

Location: Bellville, Western Cape, ZA

Company: Capitec Bank Ltd

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We're on the lookout for energetic, self-motivated individuals who share our passion for service in the banking industry. To be part of the journey, follow the steps below:

1. To see what life at Capitec is all about and complete a short assessment, please click here!

2.  Once you have completed the above finalize your application by clicking apply below

Purpose Statement

  • To lead and oversee the commercial client care team to ensure the provision of high-quality service to all Capitec Bank business clients and merchants as well as support all Merchant Services sales staff.
  • We are currently seeking an individual with experience in call center operations, encompassing both inbound and outbound calls.
  • The ideal candidate will be responsible for overseeing staff within a business call center environment, handling their management and addressing their needs.
  • Proficiency in multiple languages, particularly Xhosa, Zulu, or Chinese, is preferred.

Experience

Minimum:

  • 2 years in call centre management role
  • Previous supervisory experience

Ideal:

  • 2+ years in a call centre management role 

Qualifications (Minimum)

  • A relevant tertiary qualification in Management or Communication

Qualifications (Ideal or Preferred)

  • Bachelor's Degree in Management or Communication

Knowledge

Minimum:

  • Call centre management procedures and quality assurance
  • Principles of customer service
  • Card Machine / Transactional environment
  • Vendor management

Ideal:

  • Banking systems Postilion, Postilion office (including MAS),
  • Merchant TermApp Framework configuration process.
  • Capitec Bank products, systems and processes
    • Systems: 
      • Postilion (Including TermApp Framework)
      • Postilion Office (including MAS)
      • S-track
    • Processes: 
      • Merchant Administration General Rules
      • Lost & Stolen Card Machines
      • Merchant Pricing Policy (including annexures)
      • Monitoring of POS Terminal Banking report
      • Merchant Administration Stock Management
      • Merchant TermApp Framework configuration
      • TermApp Recon Report

Skills

  • Change Management Skills
  • Communications Skills
  • Decision making skills
  • Leadership Skills
  • Planning, organising and coordination skills

Conditions of Employment

  • Clear criminal and credit record

Capitec is committed to diversity and, where feasible, all appointments will support the achievement of our employment equity goals.