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Agent: Call Centre
Date: 22-Jun-2022
Location: Sandton, GT, ZA
Company: Capitec Bank Ltd
Purpose Statement
- To provide telephonic support as well as chat support via Glia to clients across the Business Bank product range timeously and efficiently, ensuring adherence to policies, processes and procedures.
Experience
Minimum:
- 1yr+ service call centre experience
- How to share and/or impart information clearly and succinctly - strong enunciation and pronunciation
- Client service principles and practices
Ideal:
- Banking environment experience
- Conflict management know-how
- Basic technology know–how and understanding
- Telephonic and online communication tools and methods
Qualifications (Minimum)
- Grade 12 National Certificate / Vocational
Qualifications (Ideal or Preferred)
- FAIS accredited as Key Individual and approved by FSCA
Knowledge
Minimum:
- 1yr+ service call centre experience
- How to share and/or impart information clearly and succinctly - strong enunciation and pronunciation
- Client service principles and practices
Ideal:
- Banking environment experience
- Conflict management know-how
- Basic technology know–how and understanding
- Telephonic and online communication tools and methods
Skills
- Communications Skills
- Computer Literacy (MS Word, MS Excel, MS Outlook)
- Interpersonal & Relationship management Skills
- Attention to Detail
- Analytical Skills
Competencies
- Coping with Pressures and Setbacks_Maintaining Work-Life Balance
- Delivering Results and Meeting Customer Expectations_Meeting Basic Work Expectations
- Analysing_Evaluating and Implementing Ideas
- Coping with Pressures and Setbacks_Managing Stress
- Following Instructions and Procedures_Accepting Direction
- Delivering Results and Meeting Customer Expectations_Serving Customers
- Adapting and Responding to Change_Acting as a Champion for Change
- Following Instructions and Procedures_Following Policies and Procedures
- Working with People_Resolving Conflict
- Deciding and Initiating Action
- Adapting and Responding to Change
- Analysing
- Presenting and Communicating Information
- Following Instructions and Procedures
- Following Instructions and Procedures_Managing Risk
- Working with People_Teaching
- Presenting and Communicating Information_Communicating Effectively
- Working with People_Demonstrating Self-Insight and Awareness
- Working with People_Attentive Listening
- Following Instructions and Procedures_Managing Meetings
- Deciding and Initiating Action_Making Accurate Judgments and Decisions
- Following Instructions and Procedures_Working Safely
- Analysing_Thinking Broadly
- Presenting and Communicating information_Presenting and Public Speaking
- Analysing_Solving Complex Problems
- Delivering Results and Meeting Customer Expectations_Championing Customer Needs
- Analysing_Using Math
- Working with People_Sharing Information
- Adapting and Responding to Change_Adapting to Change
- Analysing_Working with Financial Information
- Working with People_Adapting to Others
- Working with People_Showing Caring and Understanding
- Analysing_Critical Thinking
- Adapting and responding to change_Working with Diverse Populations
- Delivering Results and Meeting Customer Expectations_Delivering High Quality Work
- Analysing_Testing and Troubleshooting
- Analysing_Reading Effectively
- Following Instructions and Procedures_Managing Time
- Coping with Pressures and Setbacks
- Working with People_Demonstrating Appreciation
- Adapting and Responding to Change_Supporting Change
- Working with People_Building and Supporting Teams
- Deciding and Initiating Action_Acting Decisively
- Working with People_Assessing and Understanding People
- Working with People_Managing from a Distance
- Coping with Pressures and Setbacks_Displaying Confidence and Composure
- Working with People_Supporting Coworkers
- Adapting and Responding to Change_Working with Ambiguity
- Coping with Pressures and Setbacks_Demonstrating Tenacity and Perseverance
- Deciding and Initiating Action_Demonstrating Initiative
- Delivering Results and Meeting Customer Expectations
- Working with People
Conditions of Employment
- Clear criminal and credit record
- Willing to work regular shifts or weekends or rotational standbys