Customer Experience Coach – Fixed-Term

How2Apply Talent Network
Epping, Western Cape
Full-time
Posted 1 hour ago
Full-time Customer Service & Call Centre
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Job Description

Great agents need great coaching, and this medical scheme call centre in Epping wants you to provide it. This is a good step for someone who wants proper routine and a manager who notices good work.

Home base is a medical scheme call centre on the Epping side of Western Cape.

What you'll actually do

  • Watch real-time queues and move agents between skills when volumes spike.
  • Manage absenteeism and hold return-to-work chats.
  • Resolve formal complaints and draft replies for the ombud when needed.
  • Take escalated calls that agents cannot resolve.
  • Run morning huddles and share yesterday's stats with your team.
  • Give one-on-one feedback with a clear action and a follow-up date.

You'll need

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

Nice if you have

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

On offer

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

How to apply

  1. Check you meet the must-haves first; recruiters filter on those before anything else.
  2. Keep copies of these ready to send: a CV showing team size and results you managed, your highest qualification plus two references, including a former manager.
  3. Use the form on this page. It takes about two minutes and you don't need to upload anything yet.
  4. Watch for a call or WhatsApp from How2Apply over the next 6 working days.

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

Tips to get shortlisted

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

Interested in this role?

Apply in 2 minutes. No CV upload needed yet.

Applying is free. How2Apply will never ask you for money.

Apply for this job
Job details
SalaryDiscussed at interview
Job TypeFull-time
LocationEpping, Western Cape
CategoryCustomer Service & Call Centre
Experience5+ years
Posted29 September 2026
Closing Date25 October 2026
How2Apply Talent Network
Recruiting for employers in Epping

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