Complaints Resolution Specialist

This is the next step up from the phones: running numbers and people at a medical scheme call centre in Durban Central. Bring a calm head on busy days and you'll be fine.

This post is in Durban Central (KwaZulu-Natal). Please only apply if you can travel there daily. Start is planned for the beginning of next month.

• Run morning huddles and share yesterday's stats with your team.
• Resolve formal complaints and draft replies for the ombud when needed.
• Watch real-time queues and move agents between skills when volumes spike.
• Manage absenteeism and hold return-to-work chats.
• Take escalated calls that agents cannot resolve.
• Keep disciplinary records fair and in line with the BCEA and company code.

• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising

• A coaching or facilitation certificate
• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys

• Management development programme
• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions

• 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.