Description

Merchants Recruitment is looking for a CX Associate to join its team in Salt River, Cape Town.

The purpose of this role is to train, coach, and evaluate contact-centre agents. The successful candidate will help ensure that agents are prepared to perform their duties and deliver exceptional customer experiences.

Responsibilities

Training

• Deliver induction training to contact-centre agents.
• Provide product, systems, and customer-experience training.
• Deliver refresher training when required.
• Create a training environment that supports an effective learning experience.
• Ensure that agents complete the required learning assessments.
• Provide relevant feedback following assessments.

Quality Evaluations

• Monitor and evaluate agents’ customer interactions according to the agreed methodology.
• Identify areas of strength and development.
• Identify opportunities for process improvement.
• Provide quality-related feedback to the relevant stakeholders.

Coaching and Agent Support

• Coach agents in a confidential setting.
• Help agents improve or maintain service standards.
• Coach agents on reducing errors.
• Record coaching feedback on the relevant system.
• Support agents during on-the-job training.
• Conduct floor-walking and provide operational assistance.
• Facilitate calibration and Voice of the Customer sessions.

General Duties

• Work independently within the agreed schedule.
• Meet the required quality standards.
• Remain familiar with customer interactions through call-taking or call-listening activities.

Administration, Record-Keeping and Reporting

• Record training and coaching interventions accurately.
• Provide feedback on required updates to training materials.
• Prepare quality reports according to business-unit requirements.

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Requirements

• An NQF qualification is listed as a requirement, but the specific qualification and NQF level were not provided.
• At least 12 months of contact-centre experience.
• Banking experience would be advantageous.
• Experience in a training environment would be advantageous.
• Experience in a quality-assurance environment would be advantageous.

Skills & Competencies

• Training delivery and facilitation.
• Coaching and employee development.
• Quality monitoring and evaluation.
• Ability to assess customer interactions.
• Ability to provide clear and constructive feedback.
• Learning-assessment administration.
• Agent support and on-the-job guidance.
• Record-keeping and reporting.
• Attention to detail.
• Process-improvement awareness.
• Ability to work independently.
• Planning and schedule management.
• Verbal and written communication.
• Ability to handle coaching discussions confidentially.

Other

Employment Details

• Permanent position.
• Based in Salt River, Cape Town.
• Requisition number: 6494.
• The recruiting partner is Merchants Recruitment.