Customer Care Consultant (Retail Bank)

Customers phone this banking service centre in Epping when something has gone wrong, and your job is to put it right. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

The work is in Epping, Western Cape, so you'll need a reliable way to get there every day. Start is planned for the beginning of next month.

• Follow up on open tickets and phone customers back when promised.
• Reply to emails and live chats within the service-level window.
• Handle callers with UK, US or Australian accents and time zones.
• Answer inbound calls within target and greet callers using the approved script.
• Attend team huddles and weekly coaching sessions on call recordings.
• Process address changes, refunds and cancellations on the billing system.
• Escalate complex complaints to a team leader with clear case notes.

• Basic computer skills: Windows, email and working across a few screens
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Able to pass a voice and accent assessment
• Open to rotating shifts, including nights and weekends for offshore campaigns

• Technical know-how on Wi-Fi, fibre or smartphones
• A second language, especially Afrikaans, isiZulu or Portuguese

• Paid training for 2 to 4 weeks before you go live
• Company transport home after night shifts
• Medical aid option after probation

• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.