how2apply

Customer Experience Coach

How2Apply Talent Network

Epping, Western Cape

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 Epping. Expect to be trusted with real work from your first week.

Location: Epping, Western Cape. Applicants who already live in the area get looked at first.

What you'll actually do

Keep disciplinary records fair and in line with the BCEA and company code.
Manage absenteeism and hold return-to-work chats.
Give one-on-one feedback with a clear action and a follow-up date.
Listen to call recordings and score them on the quality form.
Build rosters and forecast call volumes in the workforce tool.
Run morning huddles and share yesterday's stats with your team.
Report weekly on service level, AHT, CSAT and attrition.

What you need

Know your way around contact centre metrics
Matric, with a relevant diploma an advantage
Written English good enough for client reports
Flexible for shift cover across the week

Helpful, not essential

Labour relations basics from a short course
Workforce tools such as NICE, Verint or Genesys
A coaching or facilitation certificate

On offer

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

Applying, step by step

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Get these ready, because shortlisted people are asked for them straight away: certified copy of your smart ID card or green ID book plus your highest qualification.
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 6 working days, usually by phone.

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

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.