Cx Associate

CX Associate Work With The BestAt Merchants our vision is to create meaningful and sustainable futures for our people, by driving a culture of continuous learning through the many skills and development programmes we offer, which are designed to develop talent and fulfil potential.If you were born to deliver exceptional service, apply to join our professional team and be ready to kick start your career.
We're always looking for expectational talent and are known around the world for our outstanding customer experience using the latest technology, best practice models and processes, and innovative ground-breaking training techniques.We place our people at the centre of everything we do and believe that the way you treat your customers and people differentiates us.Are you ready to take the next step in your career?The purpose of this role is train, coach and evaluate agents' interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences.Training Delivers induction, product, systems, and customer experience training to agents Deliver refresher training as required Creates a training environment conducive to providing the best possible learning experience Ensures completion of learning assessments and provides relevant feedback Quality Evaluations Monitors and evaluates agent's client interactions against the agreed methodology.
Identifies areas of strength, development, and process improvements.Coaching Provides coaching in a confidential setting to improve and/or maintain service, minimize errors, and capture coaching feedback onto the relevant systemGeneral Operates within agreed work schedule and meet quality standards independently.
Remain relevant through call taking and/or listening.
Do floor walking and agent support during OJT (on-the-job training).
Facilitate calibration and/or voice of customer sessions.Administration, Record Keeping and Reporting Accurately record training and coaching interventions Provides feedback on training material updates required Provides quality reports per the business unit requirementsRequirements Matric or equivalent NQF 12 months contact centre experienceAdditional RequirementsAdvanced Excel skillsCompleted Future Leaders CX Associate Development ProgramExperience within a Training and Quality environment