Complaints Resolution Specialist – Immediate Start

At this bank customer experience unit in Khayelitsha, you'll turn call data into better service. If you turn up on time and finish what you start, you'll fit in quickly.

This post is Khayelitsha-based, with most of your time spent at a bank customer experience unit.

• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Run morning huddles and share yesterday's stats with your team.
• Watch real-time queues and move agents between skills when volumes spike.
• Keep disciplinary records fair and in line with the BCEA and company code.

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

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

• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").
• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.