Customer Care Consultant (Retail Bank) – Permanent

Headset on, systems open: this telecoms support centre in Paarl needs agents who stay patient on the hundredth call. It suits someone who likes knowing exactly what a good day's work looks like.

This post is Paarl-based, with most of your time spent at a telecoms support centre. Overtime comes up in peak season and is paid.

• Answer inbound calls within target and greet callers using the approved script.
• Process address changes, refunds and cancellations on the billing system.
• Log every interaction and outcome in the CRM before taking the next call.
• Follow up on open tickets and phone customers back when promised.
• Reply to emails and live chats within the service-level window.
• Escalate complex complaints to a team leader with clear case notes.

• 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
• Open to rotating shifts, including nights and weekends for offshore campaigns
• You stay calm when a caller is angry

• A Customer Service NQF Level 2 or 4 learnership certificate
• A second language, especially Afrikaans, isiZulu or Portuguese

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

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