Customer Experience Transformation Specialist

2 weeks ago


Cape Town, Western Cape, South Africa Capita Full time
About Us

Capita is an award-winning contact center service company with fully hosted global delivery centers trusted by leading brands to transform their customer experience.

Job Description

We're seeking a motivated Customer-Centric individual who is ready to provide leadership through example by living Capita's culture and values. In this role, you will facilitate the learning of various disciplines, products, and systems elements to equip delegates with necessary skills required to service our customers and meet service level agreements contributing towards business performance.

Main Responsibilities:
  • Delivery of learning solutions and performance improvement initiatives to advisors and team leaders to maintain and maximise performance.
  • To ensure training material is relevant, accurate, and fit for purpose; making amendments where necessary and/or providing recommendations to guarantee consistent learning experience.
  • Evaluate the effectiveness of learning solutions delivered, highlighting where there has been a return on investment and/or value-added learnings for future solutions.
  • Provide tailored coaching support, in partnership with Operations to drive and support the achievement of KPIs, evidencing value added to the business.
Core Competencies:
  • Excellent oral and written communication skills
  • Customer service orientation
  • Excellent coaching, mentoring, and people support skills
  • Attention to detail
  • Excellent analytical skills
  • Ability to work under pressure
Benefits:
  • Competitive basic salary: R250 000 - R300 000 per annum
  • Medical aid
  • Provident fund, Group life, funeral, and disability benefit
  • Annual Performance Incentive: We offer an annual performance incentive based on target %, rewarding our employees for their hard work and dedication.
  • Global Colleague Networks: We provide opportunities for participation in global colleague networks, fostering a sense of community and collaboration.
  • Community Engagement: We offer 8 hours for opportunities to give back to the community through our socio-economic development programmes.


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