Complaints Resolution Specialist – Experienced

This is the next step up from the phones: running numbers and people at a medical scheme call centre in Secunda. You'll work with a small crew, so being easy to work with matters as much as skill.

Home base is a medical scheme call centre on the Secunda side of Mpumalanga.

• Give one-on-one feedback with a clear action and a follow-up date.
• Take escalated calls that agents cannot resolve.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Manage absenteeism and hold return-to-work chats.
• Report weekly on service level, AHT, CSAT and attrition.

• Written English good enough for client reports
• At least 2 years as an agent and 1 year coaching or supervising
• Matric, with a relevant diploma an advantage
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through

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

• Laptop and data for remote reporting days
• Management development programme
• Team performance bonus paid quarterly
• 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.