how2apply

Complaints Resolution Specialist

How2Apply Talent Network

Midrand, Gauteng

Full-time

Posted 11 hours ago

Full-time Customer Service & Call Centre

R21 250 – R27 250/month

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Job Description

This is the next step up from the phones: running numbers and people at an insurance contact centre in Midrand. Bring a calm head on busy days and you'll be fine.

Home base is an insurance contact centre on the Midrand side of Gauteng.

The work, day to day

Resolve formal complaints and draft replies for the ombud when needed.
Take escalated calls that agents cannot resolve.
Build rosters and forecast call volumes in the workforce tool.
Manage absenteeism and hold return-to-work chats.
Run morning huddles and share yesterday's stats with your team.
Watch real-time queues and move agents between skills when volumes spike.
Listen to call recordings and score them on the quality form.

You'll need

Know your way around contact centre metrics
Strong Excel: pivot tables, VLOOKUP and simple charts
Written English good enough for client reports
You can give tough feedback kindly and follow through
At least 2 years as an agent and 1 year coaching or supervising
Flexible for shift cover across the week

Helpful, not essential

Workforce tools such as NICE, Verint or Genesys
A coaching or facilitation certificate
COPC or similar contact centre standards exposure

On offer

Team performance bonus paid quarterly
Management development programme
Laptop and data for remote reporting days

How to apply

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): your highest qualification plus certified copy of your smart ID card or green ID book.
Fill in the short form below with your name and a phone number you actually answer.
Watch for a call or WhatsApp from How2Apply over the next 9 working days.

How2Apply recruits for this position on behalf of hiring employers around Midrand; 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.

Tips to get shortlisted

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.