Customer Care Consultant (Retail Bank)

You'll take customer calls and chats at an insurance claims contact centre in Prospecton, sorting problems on the first contact. It's the kind of job where doing the basics well every day gets you noticed.

This post is in Prospecton (KwaZulu-Natal). Please only apply if you can travel there daily. Overtime comes up in peak season and is paid.

• Follow up on open tickets and phone customers back when promised.
• Attend team huddles and weekly coaching sessions on call recordings.
• Log every interaction and outcome in the CRM before taking the next call.
• Process address changes, refunds and cancellations on the billing system.
• Answer inbound calls within target and greet callers using the approved script.

• Clear, neutral spoken English and good typing speed (around 30 wpm)
• You stay calm when a caller is angry
• Basic computer skills: Windows, email and working across a few screens
• Open to rotating shifts, including nights and weekends for offshore campaigns
• No criminal record, as most clients run a background check
• Matric with a pass in English

• A Customer Service NQF Level 2 or 4 learnership certificate
• Previous contact centre or retail customer service experience

• 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
• Company transport home after night shifts

• 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.