CX Associate

CX Associate – Salt River | Merchants Recruitment

Location: Salt River, Western Cape
Employment Type: Permanent
Salary: Market Related
Requisition #2404
Posted: 1 day ago

Are you ready to elevate your career to the next level?

We are seeking a CX Associate dedicated to training, coaching, and evaluating agent interactions to ensure the delivery of exceptional customer experiences. If you’re passionate about driving quality in customer service, this role is for you.

Why This Role is Perfect for You:

• Thrive in a dynamic, shift-based environment.
• Play a pivotal role in enhancing the customer journey.

Key Requirements:

• Matric or equivalent NQF qualification.
• Minimum 12 months of experience in a contact center environment.

Your Key Responsibilities:

Training Excellence:

• Lead induction, product, systems, and customer experience training for agents.
• Deliver refresher courses as needed to keep the team at peak performance.
• Foster a training atmosphere that maximizes learning and engagement.
• Ensure the completion of learning assessments and provide actionable feedback.

Quality Evaluations:

• Monitor and evaluate agent interactions with clients to ensure adherence to best practices.
• Identify strengths, areas for development, and opportunities for process improvements.

Coaching for Success:

• Offer confidential coaching sessions to enhance service quality, reduce errors, and provide feedback.
• Capture and document coaching feedback on the relevant systems.

Operational Excellence:

• Work within agreed schedules while independently meeting quality standards.
• Stay engaged and relevant through active call monitoring and participation.
• Support agents through floor walking and on-the-job training (OJT).
• Facilitate calibration sessions and voice of the customer discussions.

Administration & Reporting:

• Maintain accurate records of training and coaching interventions.
• Provide feedback on necessary updates to training materials.
• Generate quality reports as required by the business unit.

Boost Your Career in a Role That Makes a Difference! Apply Now!

Incorporating Google AdSense high-paying keywords such as “customer experience,” “quality assurance,” “training and development,” “coaching,” and “operational excellence” throughout the job post ensures it reaches a broader and more targeted audience.

 

Apply here