how2apply

Customer Experience Coach

How2Apply Talent Network

Paarl, Western Cape

Full-time

Posted 2 days ago

Full-time Customer Service & Call Centre

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Job Description

Great agents need great coaching, and this insurance contact centre in Paarl wants you to provide it. Expect to be trusted with real work from your first week.

This post is Paarl-based, with most of your time spent at an insurance contact centre. Start is planned for the beginning of next month.

What you'll actually do

Resolve formal complaints and draft replies for the ombud when needed.
Watch real-time queues and move agents between skills when volumes spike.
Run morning huddles and share yesterday's stats with your team.
Manage absenteeism and hold return-to-work chats.
Keep disciplinary records fair and in line with the BCEA and company code.
Take escalated calls that agents cannot resolve.
Give one-on-one feedback with a clear action and a follow-up date.

Must-haves

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

Extra points for

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

On offer

Management development programme
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 Paarl really suit you before you apply.
Keep copies of these ready to send: two references, including a former manager, a CV showing team size and results you managed plus certified copy of your smart ID card or green ID book.
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 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 Paarl.

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.

How to stand out

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").