Customer Care Consultant (Retail Bank) – Fixed-Term

Customers phone this international outsourcing contact centre in Roodepoort when something has gone wrong, and your job is to put it right. People who do well here are steady, honest and not scared to ask when something is unclear.

Home base is an international outsourcing contact centre on the Roodepoort side of Gauteng. There's a probation period of three months before the contract is confirmed.

• Follow up on open tickets and phone customers back when promised.
• Verify caller identity before sharing any account details, as POPIA requires.
• Escalate complex complaints to a team leader with clear case notes.
• Meet daily targets for average handle time, quality score and first-call resolution.
• Process address changes, refunds and cancellations on the billing system.

• Matric with a pass in English
• Open to rotating shifts, including nights and weekends for offshore campaigns
• No criminal record, as most clients run a background check
• You stay calm when a caller is angry
• Able to pass a voice and accent assessment

• Medical aid option after probation
• Paid training for 2 to 4 weeks before you go live
• Clear promotion path to team leader or quality assessor

• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.
• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.