Complaints Resolution Specialist – Experienced

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Durban Central. This is a good step for someone who wants proper routine and a manager who notices good work.

You'll be based at a bank customer experience unit in Durban Central. Living nearby, or on a taxi route to it, really helps. You'll start with a short induction before working on your own.

• Report weekly on service level, AHT, CSAT and attrition.
• Watch real-time queues and move agents between skills when volumes spike.
• Listen to call recordings and score them on the quality form.
• Build rosters and forecast call volumes in the workforce tool.
• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.

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

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

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