Complaints Resolution Specialist

Great agents need great coaching, and this offshore outsourcing centre in Brackenfell wants you to provide it. If you turn up on time and finish what you start, you'll fit in quickly.

This post is Brackenfell-based, with most of your time spent at an offshore outsourcing centre. Most weeks are 45 hours, in line with the BCEA.

• Take escalated calls that agents cannot resolve.
• Run morning huddles and share yesterday's stats with your team.
• Give one-on-one feedback with a clear action and a follow-up date.
• Watch real-time queues and move agents between skills when volumes spike.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.
• Manage absenteeism and hold return-to-work chats.

• You can give tough feedback kindly and follow through
• Flexible for shift cover across the week
• Matric, with a relevant diploma an advantage
• Written English good enough for client reports

• Management development programme
• Team performance bonus paid quarterly
• Medical aid and retirement fund contributions

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").