Cx Associate
Merchants Sa (Proprietary) Limited
Johannesburg, Gauteng
2d ago
source : findojobs-za

Location field must contain 'city, state' or a zip code to perform a radius search (e.g., Denver, CO or ). City and state must be separated by a comma followed by a space (e.

g., Houston, TX )Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, youll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 employees.

You will work with some of the leading world brands across the Fortune and Fortune companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.

Youll be part of a team whos passionate about making a difference to the way technology shapes how we live and work whether its protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

Youll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.

You provide the skills, passion and ideas, and well provide the platform to realise your ambitions.Great talent. Great teams.

Great work. Great opportunities.Want to be 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.

What you'll be doingTrainingDelivers induction, product, systems, and customer experience training to agentsDeliver refresher training as requiredCreates a training environment conducive to providing the best possible learning experienceEnsures completion of learning assessments and provides relevant feedbackQuality EvaluationsMonitors and evaluates agents client interactions against the agreed methodology.

Identifies areas of strength, development, and process improvements.CoachingProvides coaching in a confidential setting to improve and / or maintain service, minimize errors, and capture coaching feedback onto the relevant systemGeneralOperates 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 ReportingAccurately record training and coaching interventionsProvides feedback on training material updates requiredProvides quality reports per the business unit requirementsKnowledgeMatric or equivalent NQFSkillsPlanning and organizing (L2)Technical Expertise (L2)CoachingAttributesInfluenceWhat would make you a good fit for this role?

Join our growing global team and accelerate your career with us. Apply today.Equal opportunity employerWe are 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, colour, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.

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