Complaints Resolution Specialist

At this medical scheme call centre in Boksburg, you'll turn call data into better service. This role rewards consistency more than flash.

Home base is a medical scheme call centre on the Boksburg side of Gauteng. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

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

• Written English good enough for client reports
• Strong Excel: pivot tables, VLOOKUP and simple charts
• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage

• Labour relations basics from a short course
• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.