Customer Care Consultant (Retail Bank)

Customers phone this banking service centre in East London when something has gone wrong, and your job is to put it right. This role rewards consistency more than flash.

The site is in East London; early starts mean public transport timing matters, so check your route before applying.

• Handle callers with UK, US or Australian accents and time zones.
• Reply to emails and live chats within the service-level window.
• Log every interaction and outcome in the CRM before taking the next call.
• Follow up on open tickets and phone customers back when promised.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Escalate complex complaints to a team leader with clear case notes.

• You stay calm when a caller is angry
• No criminal record, as most clients run a background check
• Matric with a pass in English
• Basic computer skills: Windows, email and working across a few screens
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Able to pass a voice and accent assessment

• Medical aid option after probation
• Clear promotion path to team leader or quality assessor
• Paid training for 2 to 4 weeks before you go live

• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.