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CX Associate Cluster 1Merchants • Salt River, Western Cape
CX Associate Cluster 1

CX Associate Cluster 1

Merchants • Salt River, Western Cape
30+ days ago
Job description

CX Associate Cluster 1

Become a CX Champion as Our New Associate

Do you have a passion for training, coaching, and elevating customer service quality? We're looking for a CX Associate to shape agent performance through dynamic training, impactful coaching, and thorough quality reviews.

What’s in it for you:

  • Be the go-to expert for new hire readiness and ongoing performance
  • Gain exposure to training, facilitation, coaching, and CX strategy
  • Enjoy an engaging, fast-paced team environment
  • Opportunity to grow into senior CX, training, or quality roles

What the role involves:

  • Facilitate induction, product, and system training for new agents
  • Deliver refresher sessions and OJT (on-the-job training)
  • Conduct quality evaluations on client interactions
  • Provide one-on-one coaching to develop agent performance
  • Record and report on training, quality, and coaching outcomes
  • Support floor walking and drive engagement during ramp-up phases

What you need to succeed:

  • 12+ months experience in a contact centre environment
  • Fluent in both French and English
  • Passion for training, people development, and customer excellence
  • Strong communication and facilitation skills
  • Ability to evaluate calls and provide actionable feedback
  • Eye for process improvement and detail
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CX Associate Cluster 1 • Salt River, Western Cape

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