how2apply

Customer Experience Coach – Experienced

How2Apply Talent Network

Khayelitsha, Western Cape

Full-time

Posted 19 hours ago

Full-time Customer Service & Call Centre

Apply for this job

Job Description

This is the next step up from the phones: running numbers and people at an offshore outsourcing centre in Khayelitsha. It's the kind of job where doing the basics well every day gets you noticed.

Home base is an offshore outsourcing centre on the Khayelitsha side of Western Cape.

What your day looks like

Resolve formal complaints and draft replies for the ombud when needed.
Report weekly on service level, AHT, CSAT and attrition.
Build rosters and forecast call volumes in the workforce tool.
Keep disciplinary records fair and in line with the BCEA and company code.
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.
Take escalated calls that agents cannot resolve.

What you need

Know your way around contact centre metrics
Strong Excel: pivot tables, VLOOKUP and simple charts
Written English good enough for client reports
You can give tough feedback kindly and follow through
At least 2 years as an agent and 1 year coaching or supervising

Helpful, not essential

Labour relations basics from a short course
A coaching or facilitation certificate
COPC or similar contact centre standards exposure

On offer

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

How to apply

Make sure the role, the hours and working in Khayelitsha really suit you before you apply.
Get these ready, because shortlisted people are asked for them straight away: your highest qualification, a CV showing team size and results you managed plus certified copy of your smart ID card or green ID book.
Send your details with the form below. Add one or two lines about similar work you've done.
If you're shortlisted you'll hear from us within 8 working days, usually by phone.

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

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