how2apply

Complaints Resolution Specialist

How2Apply Talent Network

Pretoria East, Gauteng

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

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Job Description

This is the next step up from the phones: running numbers and people at an insurance contact centre in Pretoria East. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

Home base is an insurance contact centre on the Pretoria East side of Gauteng.

What your day looks like

Build rosters and forecast call volumes in the workforce tool.
Take escalated calls that agents cannot resolve.
Resolve formal complaints and draft replies for the ombud when needed.
Report weekly on service level, AHT, CSAT and attrition.
Listen to call recordings and score them on the quality form.

What you need

You can give tough feedback kindly and follow through
Know your way around contact centre metrics
Written English good enough for client reports
Flexible for shift cover across the week
At least 2 years as an agent and 1 year coaching or supervising

Helpful, not essential

Labour relations basics from a short course
A coaching or facilitation certificate

What's in it for you

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

Applying, step by step

Check you meet the must-haves first; recruiters filter on those before anything else.
Get these ready, because shortlisted people are asked for them straight away: your highest qualification plus two references, including a former manager.
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 7 working days.

How2Apply recruits for this position on behalf of hiring employers around Pretoria East; applications go into our talent pool and shortlisted candidates are introduced directly.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

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.