Customer Care Consultant (Retail Bank)

Customers phone this insurance claims contact centre in Khayelitsha when something has gone wrong, and your job is to put it right. If you turn up on time and finish what you start, you'll fit in quickly.

You'll be based at an insurance claims contact centre in Khayelitsha. Living nearby, or on a taxi route to it, really helps. Start date: as soon as possible for the right person.

• Verify caller identity before sharing any account details, as POPIA requires.
• Reply to emails and live chats within the service-level window.
• Attend team huddles and weekly coaching sessions on call recordings.
• Answer inbound calls within target and greet callers using the approved script.
• Handle callers with UK, US or Australian accents and time zones.
• Log every interaction and outcome in the CRM before taking the next call.

• You stay calm when a caller is angry
• Clear, neutral spoken English and good typing speed (around 30 wpm)
• Matric with a pass in English
• Able to pass a voice and accent assessment

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

• 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.