Complaints Resolution Specialist

This is the next step up from the phones: running numbers and people at an insurance contact centre in Vanderbijlpark. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

The site is in Vanderbijlpark; early starts mean public transport timing matters, so check your route before applying. Overtime comes up in peak season and is paid.

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

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

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

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

• Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").