Complaints Resolution Specialist

Great agents need great coaching, and this bank customer experience unit in Prospecton wants you to provide it. Expect to be trusted with real work from your first week.

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

• Resolve formal complaints and draft replies for the ombud when needed.
• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Manage absenteeism and hold return-to-work chats.
• Listen to call recordings and score them on the quality form.
• Keep disciplinary records fair and in line with the BCEA and company code.

• Matric, with a relevant diploma an advantage
• Written English good enough for client reports
• Flexible for shift cover across the week
• Know your way around contact centre metrics

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").