how2apply

Complaints Resolution Specialist – Immediate Start

How2Apply Talent Network

Epping, Western Cape

Full-time

Posted 2 weeks ago

Full-time Customer Service & Call Centre

Apply for this job

Job Description

Great agents need great coaching, and this insurance contact centre in Epping wants you to provide it. Bring a calm head on busy days and you'll be fine.

This post is Epping-based, with most of your time spent at an insurance contact centre.

The work, day to day

Run morning huddles and share yesterday's stats with your team.
Listen to call recordings and score them on the quality form.
Resolve formal complaints and draft replies for the ombud when needed.
Report weekly on service level, AHT, CSAT and attrition.
Watch real-time queues and move agents between skills when volumes spike.
Give one-on-one feedback with a clear action and a follow-up date.

Must-haves

Flexible for shift cover across the week
You can give tough feedback kindly and follow through
At least 2 years as an agent and 1 year coaching or supervising
Written English good enough for client reports

Extra points for

COPC or similar contact centre standards exposure
A coaching or facilitation certificate

What you get

Management development programme
Laptop and data for remote reporting days
Team performance bonus paid quarterly

How to apply

Make sure the role, the hours and working in Epping really suit you before you apply.
Have the following on hand (clear photos on your phone are fine at first): certified copy of your smart ID card or green ID book, two references, including a former manager plus a CV showing team size and results you managed.
Fill in the short form below with your name and a phone number you actually answer.
If you're shortlisted you'll hear from us within 5 working days, usually by phone.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Epping.

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

How to stand out

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.