Gauteng: CX Associate posted by Merchants SA Pty Ltd

March 25, 2026 Jobs in Gauteng

Merchants SA Pty Ltd

South Africa

Customer service / support

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. 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 agents 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 requirements Matric or equivalent NQF 12 months contact centre experience Experience within a Training environment Experience with a Quality environment

How to Apply

Click the green “Go Apply” button below to apply directly online with the employer.

About Customer service / support Jobs in South Africa

In South Africa, the customer service and support industry is a significant sector, with many companies seeking to provide excellent service to their customers. Typically, this involves a range of roles that cater to diverse industries, from technology and finance to healthcare and retail.

View Job Fourways: Service Advisor - Fourways posted by Bonafide Human Capital Ltd

Generally, salaries for customer service and support positions in South Africa vary widely depending on factors such as experience, company size, and industry sector. While it’s difficult to provide exact figures, broad ranges can be discussed. Typically, entry-level positions may start around R15 000 – R25 000 per annum, while more senior roles can range from R50 000 – R80 000 per annum or more. However, salaries can fluctuate based on individual performance and the specific requirements of each role.

Common skills for customer service and support roles in South Africa include excellent communication skills, both written and verbal; problem-solving abilities; a strong attention to detail; and a positive, patient demeanor. Additionally, many companies value candidates with experience in resolving conflicts or managing multiple tasks simultaneously. Technical skills such as proficiency in CRM software or helpdesk platforms can also be beneficial.

The financial services sector, technology industry, and manufacturing sector are among the most common industries that employ customer service and support roles. These sectors often require specific knowledge of products or services, but generally, a strong understanding of customer needs and expectations is paramount.

Career development opportunities for those in customer service and support roles can be diverse. Many companies offer training programs to enhance skills and promote career advancement. Senior roles may involve supervisory responsibilities, while some positions may lead to specialized roles such as account management or product expertise. Furthermore, with the rise of e-commerce and digital services, there is a growing demand for skilled customer service professionals who can effectively manage online interactions.

View Job Hoedspruit: Reception Manager posted by Leapfrog Hospitality Recruitment

For job seekers looking to break into the field, focusing on developing strong communication skills and gaining relevant experience through internships or volunteer work can be beneficial. As the industry continues to evolve, staying adaptable and open to new technologies and approaches will be essential.

This information provides general career guidance. Actual salaries and requirements vary by employer.

GO APPLY NOW

Safe & secure application process