Complaints Resolution Specialist

At this offshore outsourcing centre in Kempton Park, you'll turn call data into better service. People who do well here are steady, honest and not scared to ask when something is unclear.

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

• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.
• Build rosters and forecast call volumes in the workforce tool.

• Know your way around contact centre metrics
• At least 2 years as an agent and 1 year coaching or supervising
• You can give tough feedback kindly and follow through
• Written English good enough for client reports

• Labour relations basics from a short course
• COPC or similar contact centre standards exposure
• A coaching or facilitation certificate

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.