how2apply

Complaints Resolution Specialist

How2Apply Talent Network

Khayelitsha, Western Cape

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

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Job Description

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Khayelitsha. Bring a calm head on busy days and you'll be fine.

This post is in Khayelitsha (Western Cape). Please only apply if you can travel there daily. Start is planned for the beginning of next month.

What you'll actually do

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.
Keep disciplinary records fair and in line with the BCEA and company code.
Run morning huddles and share yesterday's stats with your team.
Build rosters and forecast call volumes in the workforce tool.

What you need

Strong Excel: pivot tables, VLOOKUP and simple charts
Matric, with a relevant diploma an advantage
You can give tough feedback kindly and follow through
Flexible for shift cover across the week
Know your way around contact centre metrics
Written English good enough for client reports

Nice if you have

Workforce tools such as NICE, Verint or Genesys
Labour relations basics from a short course

On offer

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

How to apply for this job

Check you meet the must-haves first; recruiters filter on those before anything else.
Have the following on hand (clear photos on your phone are fine at first): two references, including a former manager 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.
Watch for a call or WhatsApp from How2Apply over the next 7 working days.

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

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

Before you hit apply

Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").