Customer Care Consultant (Retail Bank) – Entry Level

Customers phone this banking service centre in Isando when something has gone wrong, and your job is to put it right. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

Location: Isando, Gauteng. Applicants who already live in the area get looked at first. Shifts rotate, so you'll need to be flexible about days and nights.

• Escalate complex complaints to a team leader with clear case notes.
• Troubleshoot routers, fibre connections and app logins step by step.
• Follow up on open tickets and phone customers back when promised.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Answer inbound calls within target and greet callers using the approved script.
• Process address changes, refunds and cancellations on the billing system.
• Attend team huddles and weekly coaching sessions on call recordings.

• Able to pass a voice and accent assessment
• Basic computer skills: Windows, email and working across a few screens
• 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

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

• 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.