Customer Experience Coach – Immediate Start

At this e-commerce support hub in Springs, you'll turn call data into better service. People who do well here are steady, honest and not scared to ask when something is unclear.

You'll be based at an e-commerce support hub in Springs. Living nearby, or on a taxi route to it, really helps.

• Build rosters and forecast call volumes in the workforce tool.
• Give one-on-one feedback with a clear action and a follow-up date.
• Listen to call recordings and score them on the quality form.
• Resolve formal complaints and draft replies for the ombud when needed.
• Report weekly on service level, AHT, CSAT and attrition.

• Written English good enough for client reports
• You can give tough feedback kindly and follow through
• Know your way around contact centre metrics
• Flexible for shift cover across the week

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

• 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.
• Lead your CV with team results (for example "lifted QA scores from 78% to 90% in six months").