Complaints Resolution Specialist

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Germiston. This role rewards consistency more than flash.

The site is in Germiston; early starts mean public transport timing matters, so check your route before applying.

• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.
• Build rosters and forecast call volumes in the workforce tool.
• 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.

• Matric, with a relevant diploma an advantage
• You can give tough feedback kindly and follow through
• 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
• Labour relations basics from a short course

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

• 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.