Complaints Resolution Specialist

This is the next step up from the phones: running numbers and people at a bank customer experience unit in Richards Bay. Expect to be trusted with real work from your first week.

You'll be based at a bank customer experience unit in Richards Bay. Living nearby, or on a taxi route to it, really helps. Start date: as soon as possible for the right person.

• Give one-on-one feedback with a clear action and a follow-up date.
• Run morning huddles and share yesterday's stats with your team.
• Report weekly on service level, AHT, CSAT and attrition.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.

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

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

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

• 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.