Customer Experience Coach – Experienced

At this bank customer experience unit in Pretoria West, you'll turn call data into better service. Good for someone who wants to build a solid track record they can put on their CV.

The site is in Pretoria West; early starts mean public transport timing matters, so check your route before applying. Weekend work is on a roster, so you won't be on every weekend.

• Listen to call recordings and score them on the quality form.
• Report weekly on service level, AHT, CSAT and attrition.
• Watch real-time queues and move agents between skills when volumes spike.
• Resolve formal complaints and draft replies for the ombud when needed.
• Keep disciplinary records fair and in line with the BCEA and company code.

• At least 2 years as an agent and 1 year coaching or supervising
• You can give tough feedback kindly and follow through
• Matric, with a relevant diploma an advantage
• Flexible for shift cover across the week
• Strong Excel: pivot tables, VLOOKUP and simple charts
• Written English good enough for client reports

• Laptop and data for remote reporting days
• Medical aid and retirement fund contributions
• Management development programme

• 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.