CX Associate – Cluster 1, Western Cape | Merchants Recruitment

Company: Merchants Recruitment (Recruitment Partner)
Location: Salt River, Western Cape
Contract Type: Permanent
Date Posted: 10 June 2025
Requisition ID: 4111

About the Company

Merchants Recruitment is a leading talent acquisition partner specializing in workforce solutions for the business process outsourcing (BPO) and customer experience sectors. Known for its commitment to service excellence and operational performance, Merchants supports international and local brands by delivering highly skilled professionals who make a measurable impact. As part of a global network, Merchants values training, career development, and a people-centric workplace culture.

The company is currently hiring a CX Associate in Cluster 1, Western Cape, to contribute to training, coaching, and quality assurance for a high-performance contact centre team.

Role Overview

As a Customer Experience (CX) Associate, your main purpose will be to support contact centre agents in delivering exceptional service by conducting training, coaching, and quality evaluations. You will act as a key driver in building agent capability, monitoring performance standards, and ensuring alignment with customer experience goals.

The role demands a proactive, motivated individual who thrives in dynamic, fast-paced environments and understands the importance of delivering outstanding support to front-line teams.

Key Responsibilities

1. Training Delivery

• Facilitate new hire induction programs, including training on systems, products, and customer interaction strategies

• Deliver refresher training sessions and identify gaps in agent performance that can be addressed through targeted learning

• Create and maintain an engaging and supportive training environment

• Administer assessments and provide constructive feedback to participants on their performance and progress

• Align training sessions with the most current business practices and system updates

2. Quality Evaluations

• Monitor and evaluate agent customer interactions using established quality assurance frameworks

• Use evaluation insights to identify areas of excellence, improvement, and process refinement

• Track and document quality metrics to assist team leads and operations in performance management

3. Coaching and Support

• Provide confidential, one-on-one coaching to agents aimed at improving service quality, reducing error rates, and enhancing customer satisfaction

• Offer floor support and on-the-job training (OJT) during live operations

• Facilitate team-wide calibration sessions and Voice of the Customer discussions to promote alignment and continuous feedback

• Assist agents with real-time guidance and issue resolution to reinforce training principles

4. Administration and Reporting

• Accurately document all training and coaching interventions in the designated systems

• Generate reports and insights to inform managers of team progress, trends, and training material updates

• Maintain proper record-keeping of agent evaluations, feedback sessions, and performance milestones

• Provide input on potential improvements to training materials or quality procedures

Qualifications and Experience

• Matric or equivalent NQF Level 4 qualification is required

• A minimum of 12 months contact centre experience is essential

• Previous experience in training, coaching, or quality assurance in a BPO or customer service environment will be advantageous

• Proficiency in basic reporting tools and digital learning platforms is beneficial

• Strong understanding of contact centre metrics and customer satisfaction indicators

Skills and Competencies

• Strong oral and written communication skills

• Excellent interpersonal skills to engage and coach agents effectively

• Attention to detail when observing agent interactions and evaluating performance

• Ability to work independently and manage multiple responsibilities under pressure

• Customer service orientation and commitment to improving the end-to-end customer journey

• Adaptable and capable of working in a shifted work environment, including evenings and weekends

What the Company Offers

• Market-related compensation package

• Opportunity to contribute to a dynamic, high-performance team

• Career advancement within a reputable and growth-focused organization

• Access to world-class tools, training, and coaching methodologies

• An inclusive and supportive work culture that recognizes individual strengths and performance

Equal Opportunity Statement

Merchants Recruitment is committed to fostering a workplace that reflects the diversity of the communities it serves. Employment decisions are made based on merit and business needs. All qualified candidates, including those from underrepresented groups, are encouraged to apply.

How to Apply

To apply for the CX Associate – Cluster 1 position in Salt River, Western Cape, visit the official recruitment portal or submit your CV directly through Merchants’ careers platform. Ensure your application highlights your training experience, contact centre background, and communication strengths.

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