Trainer at Merchants Jobs at Merchants in Johannesburg, Gauteng

Merchants company opens jobs for Trainer at Merchants positions in the Gauteng region. The type of work we provide is Full-time.

The criteria for the employees we need are having Education and Training skills with Mid-Senior level experience, as well as employees who are honest, disciplined and responsible.

The estimated salary offered by this company is quite competitive around R 4 800 - R 16 000 (per month). However, the salary can go up or down depending on the company that decides it.

The Headhunters company itself is engaged in Outsourcing and Offshoring Consulting, of course if you are interested in applying for this company, you can register immediately.

Job Information

Job Description

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

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 requirements

Desired Skills

• oral and written communication
• planning and organising
• customer service orientation
• attention to details
• coaching

Desired Qualification Level

• Grade 12 / Matric

About The Employer

Merchants is a leading BPO solution provider specialising in customer experience and customer interactions. We focus on people, process and technology to create exceptional customer experiences. We are passionate about people and our ability to attract the best talent, coupled with our rich history of success and innovation across different industries around the world, is what differentiates us from our competitors.

Employer & Job Benefits

• medical aid
• provident fund
• performance bonus

Benefit

• Bonus for overtime
• Gain experience
• Comfortable work environment