Customer Care Consultant (Retail Bank) – Entry Level

Customers phone this insurance claims contact centre in Paarl when something has gone wrong, and your job is to put it right. This role rewards consistency more than flash.

This post is in Paarl (Western Cape). Please only apply if you can travel there daily.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Handle callers with UK, US or Australian accents and time zones.
• Troubleshoot routers, fibre connections and app logins step by step.
• Process address changes, refunds and cancellations on the billing system.
• Log every interaction and outcome in the CRM before taking the next call.
• Reply to emails and live chats within the service-level window.
• Answer inbound calls within target and greet callers using the approved script.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• Basic computer skills: Windows, email and working across a few screens
• Able to pass a voice and accent assessment
• You stay calm when a caller is angry
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• A second language, especially Afrikaans, isiZulu or Portuguese
• Technical know-how on Wi-Fi, fibre or smartphones

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

• 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.