how2apply

Complaints Resolution Specialist

How2Apply Talent Network

Vereeniging, Gauteng

Full-time

Posted 2 hours ago

Full-time Customer Service & Call Centre

R22 500 – R29 750/month

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Job Description

Great agents need great coaching, and this bank customer experience unit in Vereeniging wants you to provide it. This role rewards consistency more than flash.

Location: Vereeniging, Gauteng. Applicants who already live in the area get looked at first. Weekend work is on a roster, so you won't be on every weekend.

The work, day to day

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.
Manage absenteeism and hold return-to-work chats.
Take escalated calls that agents cannot resolve.
Report weekly on service level, AHT, CSAT and attrition.
Watch real-time queues and move agents between skills when volumes spike.

What you need

You can give tough feedback kindly and follow through
Know your way around contact centre metrics
Strong Excel: pivot tables, VLOOKUP and simple charts
Matric, with a relevant diploma an advantage

Helpful, not essential

A coaching or facilitation certificate
COPC or similar contact centre standards exposure

What you get

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

Applying, step by step

Check you meet the must-haves first; recruiters filter on those before anything else.
Get these ready, because shortlisted people are asked for them straight away: your highest qualification, certified copy of your smart ID card or green ID book plus two references, including a former manager.
Fill in the short form below with your name and a phone number you actually answer.
If you're shortlisted you'll hear from us within 8 working days, usually by phone.

How2Apply recruits for this position on behalf of hiring employers around Vereeniging; 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.

Tips to get shortlisted

Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.
Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.