how2apply

Complaints Resolution Specialist

How2Apply Talent Network

Montague Gardens, Western Cape

Full-time

Posted 1 hour 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 insurance contact centre in Montague Gardens. Expect to be trusted with real work from your first week.

Home base is an insurance contact centre on the Montague Gardens side of Western Cape.

What you'll actually do

Listen to call recordings and score them on the quality form.
Build rosters and forecast call volumes in the workforce tool.
Run morning huddles and share yesterday's stats with your team.
Resolve formal complaints and draft replies for the ombud when needed.
Report weekly on service level, AHT, CSAT and attrition.
Manage absenteeism and hold return-to-work chats.
Take escalated calls that agents cannot resolve.

Must-haves

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

Helpful, not essential

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

What's in it for you

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

How to apply for this job

Make sure the role, the hours and working in Montague Gardens really suit you before you apply.
Have the following on hand (clear photos on your phone are fine at first): two references, including a former manager plus your highest qualification.
Fill in the short form below with your name and a phone number you actually answer.
Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 10 working days.

How2Apply recruits for this position on behalf of hiring employers around Montague Gardens; 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

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