Customer Experience Coach

This is the next step up from the phones: running numbers and people at an e-commerce support hub in Germiston. Someone who likes a bit of variety, but also likes doing things the right way, will enjoy this.

You'll be based at an e-commerce support hub in Germiston. Living nearby, or on a taxi route to it, really helps.

• Report weekly on service level, AHT, CSAT and attrition.
• Resolve formal complaints and draft replies for the ombud when needed.
• Listen to call recordings and score them on the quality form.
• Give one-on-one feedback with a clear action and a follow-up date.
• Run morning huddles and share yesterday's stats with your team.
• Manage absenteeism and hold return-to-work chats.

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

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

• Medical aid and retirement fund contributions
• Laptop and data for remote reporting days
• Management development programme

• 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").