how2apply

Customer Experience Coach

How2Apply Talent Network

Boksburg, Gauteng

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Boksburg. If you like clear targets and knowing where you stand, this is for you.

Location: Boksburg, Gauteng. Applicants who already live in the area get looked at first. Overtime comes up in peak season and is paid.

What you'll actually do

Keep disciplinary records fair and in line with the BCEA and company code.
Resolve formal complaints and draft replies for the ombud when needed.
Report weekly on service level, AHT, CSAT and attrition.
Take escalated calls that agents cannot resolve.
Manage absenteeism and hold return-to-work chats.

What you need

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

Helpful, not essential

COPC or similar contact centre standards exposure
Workforce tools such as NICE, Verint or Genesys
A coaching or facilitation certificate

On offer

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

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): a CV showing team size and results you managed, two references, including a former manager plus certified copy of your smart ID card or green ID book.
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 5 working days, usually by phone.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Boksburg.

Applying is free. Nobody from How2Apply will ever ask you to pay for anything to get this job.

Before you hit apply

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.