how2apply

Complaints Resolution Specialist – Experienced

How2Apply Talent Network

Pietermaritzburg, KwaZulu-Natal

Full-time

Posted 3 hours ago

Full-time Customer Service & Call Centre

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Job Description

At this offshore outsourcing centre in Pietermaritzburg, you'll turn call data into better service. You'll work with a small crew, so being easy to work with matters as much as skill.

You'll report in Pietermaritzburg. Relocation is not covered for this one.

What your day looks like

Take escalated calls that agents cannot resolve.
Build rosters and forecast call volumes in the workforce tool.
Give one-on-one feedback with a clear action and a follow-up date.
Report weekly on service level, AHT, CSAT and attrition.
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.

What you need

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
Strong Excel: pivot tables, VLOOKUP and simple charts
Know your way around contact centre metrics

What you get

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

How to apply

Make sure the role, the hours and working in Pietermaritzburg really suit you before you apply.
Keep copies of these ready to send: a CV showing team size and results you managed, two references, including a former manager 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 Pietermaritzburg; 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.

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.
Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.