how2apply

Customer Experience Coach

How2Apply Talent Network

East London, Eastern Cape

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

At this bank customer experience unit in East London, you'll turn call data into better service. It suits someone who likes knowing exactly what a good day's work looks like.

Home base is a bank customer experience unit on the East London side of Eastern Cape. Most weeks are 45 hours, in line with the BCEA.

What your day looks like

Report weekly on service level, AHT, CSAT and attrition.
Listen to call recordings and score them on the quality form.
Run morning huddles and share yesterday's stats with your team.
Watch real-time queues and move agents between skills when volumes spike.
Take escalated calls that agents cannot resolve.

You'll need

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

Helpful, not essential

A coaching or facilitation certificate
Workforce tools such as NICE, Verint or Genesys

What you get

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

How to apply for this job

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): two references, including a former manager, certified copy of your smart ID card or green ID book plus your highest qualification.
Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
Watch for a call or WhatsApp from How2Apply over the next 7 working days.

How2Apply recruits for this position on behalf of hiring employers around East London; 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.
Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.