Customer Experience Coach

At this e-commerce support hub in Mamelodi, you'll turn call data into better service. If you learn fast and don't mind being shown things twice, you'll settle in within a few weeks.

The site is in Mamelodi; early starts mean public transport timing matters, so check your route before applying.

• Resolve formal complaints and draft replies for the ombud when needed.
• Give one-on-one feedback with a clear action and a follow-up date.
• Watch real-time queues and move agents between skills when volumes spike.
• Report weekly on service level, AHT, CSAT and attrition.
• Keep disciplinary records fair and in line with the BCEA and company code.

• Written English good enough for client reports
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Know your way around contact centre metrics
• You can give tough feedback kindly and follow through

• Labour relations basics from a short course
• A coaching or facilitation certificate

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

• 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.