Customer Care Consultant (Retail Bank)

Headset on, systems open: this insurance claims contact centre in Stellenbosch needs agents who stay patient on the hundredth call. Expect to be trusted with real work from your first week.

The work is in Stellenbosch, Western Cape, so you'll need a reliable way to get there every day. Start is planned for the beginning of next month.

• Meet daily targets for average handle time, quality score and first-call resolution.
• Handle callers with UK, US or Australian accents and time zones.
• Troubleshoot routers, fibre connections and app logins step by step.
• Follow up on open tickets and phone customers back when promised.
• Attend team huddles and weekly coaching sessions on call recordings.
• Verify caller identity before sharing any account details, as POPIA requires.

• Open to rotating shifts, including nights and weekends for offshore campaigns
• Basic computer skills: Windows, email and working across a few screens
• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• Technical know-how on Wi-Fi, fibre or smartphones
• A Customer Service NQF Level 2 or 4 learnership certificate

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

• Practise answering "Tell me about a time you helped an unhappy customer" out loud before the voice interview.
• Put any shift work (retail, restaurant, security) on your CV; recruiters want proof you turn up for rotating hours.