how2apply

Complaints Resolution Specialist

How2Apply Talent Network

Pietermaritzburg, KwaZulu-Natal

Full-time

Posted 5 hours ago

Full-time Customer Service & Call Centre

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Job Description

At this bank customer experience unit in Pietermaritzburg, you'll turn call data into better service. Expect to be trusted with real work from your first week.

Home base is a bank customer experience unit on the Pietermaritzburg side of KwaZulu-Natal. You'll start with a short induction before working on your own.

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.
Report weekly on service level, AHT, CSAT and attrition.
Run morning huddles and share yesterday's stats with your team.
Watch real-time queues and move agents between skills when volumes spike.

What you need

At least 2 years as an agent and 1 year coaching or supervising
Strong Excel: pivot tables, VLOOKUP and simple charts
You can give tough feedback kindly and follow through
Matric, with a relevant diploma an advantage
Written English good enough for client reports

Nice if you have

COPC or similar contact centre standards exposure
A coaching or facilitation certificate
Labour relations basics from a short course

What's in it for you

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

How to apply for this job

Make sure the role, the hours and working in Pietermaritzburg really suit you before you apply.
Have the following on hand (clear photos on your phone are fine at first): a CV showing team size and results you managed plus certified copy of your smart ID card or green ID book.
Send your details with the form below. Add one or two lines about similar work you've done.
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

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.