how2apply

Complaints Resolution Specialist – Immediate Start

How2Apply Talent Network

Ballito, KwaZulu-Natal

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

R21 250 – R28 000/month

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Job Description

Great agents need great coaching, and this bank customer experience unit in Ballito wants you to provide it. It suits someone who likes knowing exactly what a good day's work looks like.

This post is in Ballito (KwaZulu-Natal). Please only apply if you can travel there daily. There's a probation period of three months before the contract is confirmed.

What you'll actually do

Watch real-time queues and move agents between skills when volumes spike.
Resolve formal complaints and draft replies for the ombud when needed.
Keep disciplinary records fair and in line with the BCEA and company code.
Run morning huddles and share yesterday's stats with your team.
Report weekly on service level, AHT, CSAT and attrition.
Listen to call recordings and score them on the quality form.
Take escalated calls that agents cannot resolve.

What you need

At least 2 years as an agent and 1 year coaching or supervising
Strong Excel: pivot tables, VLOOKUP and simple charts
Flexible for shift cover across the week
Know your way around contact centre metrics
You can give tough feedback kindly and follow through

Helpful, not essential

Workforce tools such as NICE, Verint or Genesys
Labour relations basics from a short course

On offer

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

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): your highest qualification, certified copy of your smart ID card or green ID book plus two references, including a former manager.
Fill in the short form below with your name and a phone number you actually answer.
Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 7 working days.

How2Apply recruits for this position on behalf of hiring employers around Ballito; applications go into our talent pool and shortlisted candidates are introduced directly.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

Before you hit apply

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