how2apply

Complaints Resolution Specialist

How2Apply Talent Network

Umlazi, KwaZulu-Natal

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

R17 500 – R22 750/month

Apply for this job

Job Description

You'll lead, coach and track a team of 12 to 18 agents at an insurance contact centre in Umlazi. This role rewards consistency more than flash.

This post is Umlazi-based, with most of your time spent at an insurance contact centre. Start date: as soon as possible for the right person.

What your day looks like

Manage absenteeism and hold return-to-work chats.
Build rosters and forecast call volumes in the workforce tool.
Resolve formal complaints and draft replies for the ombud when needed.
Run morning huddles and share yesterday's stats with your team.
Take escalated calls that agents cannot resolve.
Give one-on-one feedback with a clear action and a follow-up date.
Report weekly on service level, AHT, CSAT and attrition.

What you need

Know your way around contact centre metrics
Flexible for shift cover across the week
You can give tough feedback kindly and follow through
At least 2 years as an agent and 1 year coaching or supervising
Written English good enough for client reports
Strong Excel: pivot tables, VLOOKUP and simple charts

Nice if you have

Workforce tools such as NICE, Verint or Genesys
A coaching or facilitation certificate
Labour relations basics from a short course

On offer

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

Applying, step by step

Make sure the role, the hours and working in Umlazi really suit you before you apply.
Have the following on hand (clear photos on your phone are fine at first): a CV showing team size and results you managed plus your highest qualification.
Send your details with the form below. Add one or two lines about similar work you've done.
Watch for a call or WhatsApp from How2Apply over the next 6 working days.

How2Apply recruits for this position on behalf of hiring employers around Umlazi; applications go into our talent pool and shortlisted candidates are introduced directly.

How2Apply never charges you to apply, for training, for uniforms or for a "placement fee". If anyone asks you for money, it is a scam.

Before you hit apply

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").