how2apply

Customer Experience Coach

How2Apply Talent Network

Somerset West, Western Cape

Full-time

Posted 1 hour ago

Full-time Customer Service & Call Centre

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Job Description

Great agents need great coaching, and this offshore outsourcing centre in Somerset West wants you to provide it. It's the kind of job where doing the basics well every day gets you noticed.

You'll report in Somerset West. Relocation is not covered for this one.

The work, day to day

Take escalated calls that agents cannot resolve.
Report weekly on service level, AHT, CSAT and attrition.
Keep disciplinary records fair and in line with the BCEA and company code.
Give one-on-one feedback with a clear action and a follow-up date.
Resolve formal complaints and draft replies for the ombud when needed.
Listen to call recordings and score them on the quality form.

Must-haves

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

Nice if you have

COPC or similar contact centre standards exposure
Workforce tools such as NICE, Verint or Genesys

On offer

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

How to apply

Check you meet the must-haves first; recruiters filter on those before anything else.
Have the following on hand (clear photos on your phone are fine at first): your highest qualification, a CV showing team size and results you managed 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 8 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 Somerset West.

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.