Complaints Resolution Specialist – Fixed-Term

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Paarl. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

This post is in Paarl (Western Cape). Please only apply if you can travel there daily. Shifts rotate, so you'll need to be flexible about days and nights.

• Keep disciplinary records fair and in line with the BCEA and company code.
• Report weekly on service level, AHT, CSAT and attrition.
• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Resolve formal complaints and draft replies for the ombud when needed.
• Run morning huddles and share yesterday's stats with your team.
• Manage absenteeism and hold return-to-work chats.

• Written English good enough for client reports
• Matric, with a relevant diploma an advantage
• 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

• COPC or similar contact centre standards exposure
• Labour relations basics from a short course
• Workforce tools such as NICE, Verint or Genesys

• Medical aid and retirement fund contributions
• Management development programme
• Team performance bonus paid quarterly

• 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.