Customer Care Consultant (Retail Bank)

You'll take customer calls and chats at a banking service centre in Fourways, sorting problems on the first contact. If you like clear targets and knowing where you stand, this is for you.

You'll report in Fourways. Relocation is not covered for this one. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

• Reply to emails and live chats within the service-level window.
• Attend team huddles and weekly coaching sessions on call recordings.
• Escalate complex complaints to a team leader with clear case notes.
• Verify caller identity before sharing any account details, as POPIA requires.
• Follow up on open tickets and phone customers back when promised.
• Answer inbound calls within target and greet callers using the approved script.
• Process address changes, refunds and cancellations on the billing system.

• You stay calm when a caller is angry
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• No criminal record, as most clients run a background check
• Open to rotating shifts, including nights and weekends for offshore campaigns

• Previous contact centre or retail customer service experience
• A second language, especially Afrikaans, isiZulu or Portuguese

• Paid training for 2 to 4 weeks before you go live
• Monthly performance bonus linked to quality and attendance
• 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.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.