how2apply

Complaints Resolution Specialist – Immediate Start

How2Apply Talent Network

Kempton Park, Gauteng

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

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Job Description

You'll lead, coach and track a team of 12 to 18 agents at an e-commerce support hub in Kempton Park. It suits someone who likes knowing exactly what a good day's work looks like.

Home base is an e-commerce support hub on the Kempton Park side of Gauteng.

What you'll actually do

Give one-on-one feedback with a clear action and a follow-up date.
Resolve formal complaints and draft replies for the ombud when needed.
Build rosters and forecast call volumes in the workforce tool.
Run morning huddles and share yesterday's stats with your team.
Take escalated calls that agents cannot resolve.
Report weekly on service level, AHT, CSAT and attrition.
Watch real-time queues and move agents between skills when volumes spike.

You'll need

Know your way around contact centre metrics
You can give tough feedback kindly and follow through
Matric, with a relevant diploma an advantage
Strong Excel: pivot tables, VLOOKUP and simple charts
At least 2 years as an agent and 1 year coaching or supervising
Flexible for shift cover across the week

Extra points for

COPC or similar contact centre standards exposure
Labour relations basics from a short course

What you get

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

How to apply for this job

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Keep copies of these ready to send: a CV showing team size and results you managed plus certified copy of your smart ID card or green ID book.
Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
If you're shortlisted you'll hear from us within 10 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Kempton Park; applications go into our talent pool and shortlisted candidates are introduced directly.

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

Before you hit apply

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").