how2apply

Customer Experience Coach

How2Apply Talent Network

Kempton Park, Gauteng

Full-time

Posted 1 day ago

Full-time Customer Service & Call Centre

R21 250 – R27 000/month

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Job Description

Great agents need great coaching, and this insurance contact centre in Kempton Park wants you to provide it. If you like clear targets and knowing where you stand, this is for you.

The work is in Kempton Park, Gauteng, so you'll need a reliable way to get there every day. Hours are mostly Monday to Friday, with the odd Saturday in busy months.

What your day looks like

Watch real-time queues and move agents between skills when volumes spike.
Keep disciplinary records fair and in line with the BCEA and company code.
Build rosters and forecast call volumes in the workforce tool.
Resolve formal complaints and draft replies for the ombud when needed.
Listen to call recordings and score them on the quality form.
Take escalated calls that agents cannot resolve.
Manage absenteeism and hold return-to-work chats.

Must-haves

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

Nice if you have

Labour relations basics from a short course
COPC or similar contact centre standards exposure

What you get

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

Applying, step by step

Make sure the role, the hours and working in Kempton Park really suit you before you apply.
Have the following on hand (clear photos on your phone are fine at first): 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 8 working days.

Your application joins the How2Apply talent pool for this role, and we put shortlisted people forward to employers hiring in and around Kempton Park.

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

Before you hit apply

Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").