Complaints Resolution Specialist

At this medical scheme call centre in Tzaneen, you'll turn call data into better service. It's a practical job: you'll see what you got done before you go home.

You'll report in Tzaneen. Relocation is not covered for this one. Most weeks are 45 hours, in line with the BCEA.

• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Take escalated calls that agents cannot resolve.
• Give one-on-one feedback with a clear action and a follow-up date.
• Listen to call recordings and score them on the quality form.

• Know your way around contact centre metrics
• Matric, with a relevant diploma an advantage
• At least 2 years as an agent and 1 year coaching or supervising
• Strong Excel: pivot tables, VLOOKUP and simple charts

• COPC or similar contact centre standards exposure
• Workforce tools such as NICE, Verint or Genesys

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

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