how2apply

Customer Experience Coach

How2Apply Talent Network

Mossel Bay, Western Cape

Contract

Posted 1 day ago

Contract Customer Service & Call Centre

R18 750 – R26 000/month

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Job Description

Great agents need great coaching, and this insurance contact centre in Mossel Bay wants you to provide it. People who do well here are steady, honest and not scared to ask when something is unclear.

The work is in Mossel Bay, Western Cape, so you'll need a reliable way to get there every day.

What you'll actually do

Give one-on-one feedback with a clear action and a follow-up date.
Build rosters and forecast call volumes in the workforce tool.
Watch real-time queues and move agents between skills when volumes spike.
Listen to call recordings and score them on the quality form.
Run morning huddles and share yesterday's stats with your team.
Keep disciplinary records fair and in line with the BCEA and company code.
Resolve formal complaints and draft replies for the ombud when needed.

What you need

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

Extra points for

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

What's in it for you

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

Applying, step by step

Make sure the role, the hours and working in Mossel Bay really suit you before you 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 two references, including a former manager.
Fill in the short form below with your name and a phone number you actually answer.
Keep your phone on. Shortlisted applicants are contacted by call, SMS or WhatsApp within 9 working days.

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