Complaints Resolution Specialist

Great agents need great coaching, and this medical scheme call centre in Ballito wants you to provide it. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

Location: Ballito, KwaZulu-Natal. Applicants who already live in the area get looked at first. Most weeks are 45 hours, in line with the BCEA.

• Take escalated calls that agents cannot resolve.
• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.

• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage
• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure

• Team performance bonus paid quarterly
• Management development programme
• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.