Customer Care Consultant (Retail Bank)

Customers phone this international outsourcing contact centre in Somerset West when something has gone wrong, and your job is to put it right. It suits someone who likes knowing exactly what a good day's work looks like.

You'll report in Somerset West. Relocation is not covered for this one.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Escalate complex complaints to a team leader with clear case notes.
• Follow up on open tickets and phone customers back when promised.
• Handle callers with UK, US or Australian accents and time zones.
• Answer inbound calls within target and greet callers using the approved script.
• Troubleshoot routers, fibre connections and app logins step by step.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• Able to pass a voice and accent assessment
• 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
• No criminal record, as most clients run a background check

• Paid training for 2 to 4 weeks before you go live
• Monthly performance bonus linked to quality and attendance
• Company transport home after night shifts
• Medical aid option after probation

• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.
• Take the online assessment in a quiet room with a headset; most BPOs screen out candidates on background noise.