Customer Care Consultant (Retail Bank)

Headset on, systems open: this insurance claims contact centre in Newcastle needs agents who stay patient on the hundredth call. It's a practical job: you'll see what you got done before you go home.

Location: Newcastle, KwaZulu-Natal. Applicants who already live in the area get looked at first. Most weeks are 45 hours, in line with the BCEA.

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

• No criminal record, as most clients run a background check
• Able to pass a voice and accent assessment
• Matric with a pass in English
• Basic computer skills: Windows, email and working across a few screens

• Clear promotion path to team leader or quality assessor
• Medical aid option after probation
• Monthly performance bonus linked to quality and attendance
• Company transport home after night shifts

• 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.