how2apply

Customer Experience Coach – Fixed-Term

How2Apply Talent Network

Brits, North West

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

R20 000 – R26 500/month

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Job Description

At this offshore outsourcing centre in Brits, you'll turn call data into better service. If you like clear targets and knowing where you stand, this is for you.

This post is in Brits (North West). Please only apply if you can travel there daily. The first two weeks are spent shadowing someone experienced.

The work, day to day

Listen to call recordings and score them on the quality form.
Keep disciplinary records fair and in line with the BCEA and company code.
Resolve formal complaints and draft replies for the ombud when needed.
Build rosters and forecast call volumes in the workforce tool.
Run morning huddles and share yesterday's stats with your team.
Take escalated calls that agents cannot resolve.

Must-haves

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

Helpful, not essential

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

What you get

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

How to apply for this job

Check you meet the must-haves first; recruiters filter on those before anything else.
Have the following on hand (clear photos on your phone are fine at first): a CV showing team size and results you managed, certified copy of your smart ID card or green ID book plus two references, including a former manager.
Send your details with the form below. Add one or two lines about similar work you've done.
If you're shortlisted you'll hear from us within 10 working days, usually by phone.

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

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

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").