Cx Associate

2 weeks ago

Cape Town, South Africa NTT Ltd Full time

At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.

At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.

**Want to be a part of our team?**

The purpose of this role is train, coach and evaluate agents’ interactions, ensuring the agents are ready, prepared and deliver exceptional customer experiences.

**Working at NTT**

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 system

General
- 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 requirement

Knowledge
- Matric or equivalent NQF
- 12 months contact centre experience.

**Skills**:

- Planning and organizing (L2)
- Customer service orientation (L2)
- Attention to detail (L2)
- Technical Expertise (L2)
- Coaching

Attributes
- Influence
- Adaptability

**What will make you a good fit for the role?**

**Equal opportunity employer**

NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

  • Cx Team Leader

    3 weeks ago

    Cape Town, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Cx Associate

    4 weeks ago

    Cape Town, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Cx Associate

    1 week ago

    Cape Town, South Africa NTT Ltd. Full time

    NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future. In today’s ‘iNTTerconnected’ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve...

  • Product Owner

    1 week ago

    Cape Town, South Africa Allan Gray Full time

    **Allan Gray Retail Client Services**: - At Allan Gray we focus on building long-term wealth for our clients. We always put our client’ interests first and design our products so that they tie our success to that of our clients. We aim to build our clients’ trust and confidence in us through offering excellent client service. Every service interaction...

  • Voice of Customer Analyst

    2 weeks ago

    Cape Town, South Africa Ten Group Full time

    As a Voice of Customer Analyst, you will lead on / play critical role in gathering and recording insights and data to support journey analysis, service improvement plans and service quality reports as part of the broader EMEA region. Your role involves being able to present findings in an organized manner, both written and verbally and be able to support...

  • Lead: Content

    1 week ago

    Cape Town, South Africa Cipla Full time

    **_Job Purpose_** The Lead - Content is responsible for the design, development, and implementation of Content Strategy which results in the availability of an Agile content factory. The position collaborates with the departments of Marketing, Sales, corporate communications, internal communications divisions of Cipla SAGA region to create a content...

  • Operations Supervisor I

    2 weeks ago

    Cape Town, South Africa MCI Careers Full time

    LOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW: **Job Title**:Operations Supervisor I **Job Type**:Full-time, Permanent **Location**:Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a...

  • Call Center Supervisor Ii

    2 weeks ago

    Cape Town, South Africa MCI Careers Full time

    LOCATION: Cape Town, ZA JOB TYPE: Full-Time POSITION OVERVIEW: **Job Title**:Call Center Supervisor II **Job Type**:Full-time, Permanent **Location**:Onsite, Cape Town (US hours) **About Us**: MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a...

  • Travel Complaint Specialist

    2 weeks ago

    Cape Town, South Africa Ten Group Full time

    At Ten our goal is simple, to become the most trusted service business in the world. We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees. We deliver our service through a combination of Ten’s proprietary, unique technology-enabled...

  • Member Success Manager

    4 days ago

    Cape Town, Western Cape, South Africa Ten Lifestyle Group Full time

    Join Our Team as a Member Success Manager As Member Success Manager, you will lead on / play a critical role in representing the member in the business and will always champion the best outcome for the member. This will result in member loyalty through effective complaint resolution in the broader EMEA region.Your role involves successfully resolving...