Complaints Resolution Specialist

At this insurance contact centre in Stellenbosch, you'll turn call data into better service. This role rewards consistency more than flash.

This post is in Stellenbosch (Western Cape). Please only apply if you can travel there daily. Shifts rotate, so you'll need to be flexible about days and nights.

• Run morning huddles and share yesterday's stats with your team.
• Give one-on-one feedback with a clear action and a follow-up date.
• Keep disciplinary records fair and in line with the BCEA and company code.
• Resolve formal complaints and draft replies for the ombud when needed.
• Take escalated calls that agents cannot resolve.

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

• Workforce tools such as NICE, Verint or Genesys
• Labour relations basics from a short course

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

• Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").