Customer Care Consultant (Retail Bank)

Headset on, systems open: this insurance claims contact centre in Bethlehem needs agents who stay patient on the hundredth call. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is Bethlehem-based, with most of your time spent at an insurance claims contact centre. Shifts rotate, so you'll need to be flexible about days and nights.

• Process address changes, refunds and cancellations on the billing system.
• Follow up on open tickets and phone customers back when promised.
• Verify caller identity before sharing any account details, as POPIA requires.
• Troubleshoot routers, fibre connections and app logins step by step.
• Escalate complex complaints to a team leader with clear case notes.
• Attend team huddles and weekly coaching sessions on call recordings.

• Matric with a pass in English
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Open to rotating shifts, including nights and weekends for offshore campaigns
• No criminal record, as most clients run a background check

• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese

• Medical aid option after probation
• Company transport home after night shifts
• Monthly performance bonus linked to quality and attendance
• Clear promotion path to team leader or quality assessor

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.