how2apply

Customer Experience Coach

How2Apply Talent Network

Pretoria East, Gauteng

Full-time

Posted 2 hours ago

Full-time Customer Service & Call Centre

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Job Description

At this medical scheme call centre in Pretoria East, you'll turn call data into better service. Bring a calm head on busy days and you'll be fine.

The work is in Pretoria East, Gauteng, so you'll need a reliable way to get there every day. The first two weeks are spent shadowing someone experienced.

What you'll actually do

Keep disciplinary records fair and in line with the BCEA and company code.
Watch real-time queues and move agents between skills when volumes spike.
Take escalated calls that agents cannot resolve.
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.
Run morning huddles and share yesterday's stats with your team.

Must-haves

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

Extra points for

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

On offer

Team performance bonus paid quarterly
Management development programme
Medical aid and retirement fund contributions

How to apply for this job

Read the "What you need" list above. If you tick most of it, go ahead and apply.
Have the following on hand (clear photos on your phone are fine at first): your highest qualification plus two references, including a former manager.
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 10 working days, usually by phone.

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

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

Internal agents get first look, so if you already work at the centre, tell your manager before the post goes out.
Expect a scoring exercise on a real call recording; practise with a standard quality form beforehand.