Customer Care Consultant (Retail Bank)

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

The site is in Soweto; early starts mean public transport timing matters, so check your route before applying.

• Reply to emails and live chats within the service-level window.
• Verify caller identity before sharing any account details, as POPIA requires.
• Log every interaction and outcome in the CRM before taking the next call.
• Troubleshoot routers, fibre connections and app logins step by step.
• Follow up on open tickets and phone customers back when promised.

• You stay calm when a caller is angry
• Open to rotating shifts, including nights and weekends for offshore campaigns
• Able to pass a voice and accent assessment
• Basic computer skills: Windows, email and working across a few screens

• A second language, especially Afrikaans, isiZulu or Portuguese
• Previous contact centre or retail customer service experience
• A Customer Service NQF Level 2 or 4 learnership certificate

• Clear promotion path to team leader or quality assessor
• Paid training for 2 to 4 weeks before you go live
• 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.