Customer Care Consultant (Retail Bank)

Headset on, systems open: this online retail help desk in Umhlanga needs agents who stay patient on the hundredth call. You don't need to be the loudest person in the room, just the one others can count on.

This post is Umhlanga-based, with most of your time spent at an online retail help desk. Start is planned for the beginning of next month.

• Attend team huddles and weekly coaching sessions on call recordings.
• Escalate complex complaints to a team leader with clear case notes.
• Follow up on open tickets and phone customers back when promised.
• Process address changes, refunds and cancellations on the billing system.
• Handle callers with UK, US or Australian accents and time zones.

• 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
• You stay calm when a caller is angry
• Matric with a pass in English
• Clear, neutral spoken English and good typing speed (around 30 wpm)

• Company transport home after night shifts
• Clear promotion path to team leader or quality assessor
• Monthly performance bonus linked to quality and attendance
• Paid training for 2 to 4 weeks before you go live

• 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.