CX Associate

Found in: Talent ZA C2 - 2 weeks ago


Johannesburg, South Africa Merchants Full time

CX Associate

Are you ready to take the next step in your career?

What you will be doing;

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

1. 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 2. Quality Evaluations Monitors and evaluates agent’s client interactions against the agreed methodology. Identifies areas of strength, development, and process improvements. 3. Coaching Provides coaching in a confidential setting to improve and/or maintain service, minimize errors, and capture coaching feedback onto the relevant system 4. 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. 5. 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

Requirements:

Matric or equivalent NQF 12 months contact centre experience

Additional requirements

At least 6 months Acting CX Associate experience
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