Complaints Resolution Specialist

At this e-commerce support hub in Mossel Bay, you'll turn call data into better service. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

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

• Take escalated calls that agents cannot resolve.
• 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.
• 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
• Flexible for shift cover across the week
• 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
• Matric, with a relevant diploma an advantage

• Laptop and data for remote reporting days
• Management development programme
• Medical aid and retirement fund contributions

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