Customer Care Consultant (Retail Bank)

Customers phone this international outsourcing contact centre in Randburg when something has gone wrong, and your job is to put it right. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

The work is in Randburg, Gauteng, so you'll need a reliable way to get there every day. There's a probation period of three months before the contract is confirmed.

• Follow up on open tickets and phone customers back when promised.
• Troubleshoot routers, fibre connections and app logins step by step.
• Handle callers with UK, US or Australian accents and time zones.
• Reply to emails and live chats within the service-level window.
• Log every interaction and outcome in the CRM before taking the next call.

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

• A second language, especially Afrikaans, isiZulu or Portuguese
• Previous contact centre or retail customer service experience

• Medical aid option after probation
• Company transport home after night shifts
• Paid training for 2 to 4 weeks before you go live
• 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.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.