Customer Care Consultant (Retail Bank) – Permanent

Customers phone this insurance claims contact centre in Germiston when something has gone wrong, and your job is to put it right. This is a good step for someone who wants proper routine and a manager who notices good work.

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

• Answer inbound calls within target and greet callers using the approved script.
• Verify caller identity before sharing any account details, as POPIA requires.
• Reply to emails and live chats within the service-level window.
• Follow up on open tickets and phone customers back when promised.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Log every interaction and outcome in the CRM before taking the next call.
• Troubleshoot routers, fibre connections and app logins step by step.

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

• Previous contact centre or retail customer service experience
• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese

• Company transport home after night shifts
• Medical aid option after probation
• Paid training for 2 to 4 weeks before you go live
• Monthly performance bonus linked to quality and attendance

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