Cx Associate

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.