CxHub Assistant (Financial Services)

About the role

The purpose of the CxHub Agent I is to support customer interactions across all supported contact centre channels while developing the knowledge, skills and experience required to deliver excellent customer service independently. The role focuses on building product, process and customer engagement capability through practical experience, coaching and continuous learning.

What you'll do

• Customer Service Delivery Support customer interactions across voice, email, chat, social media and other supported channels. Resolve routine customer enquiries in line with established policies, procedures and service standards. Provide accurate information relating to products, services, promotions and processes. Escalate complex or unresolved queries to senior team members where appropriate.
• Learning and Capability Development Build knowledge of products, systems, processes and customer service practices. Participate in coaching, training and development initiatives. Apply feedback received from leaders and experienced agents to improve performance. Develop confidence and competence in handling customer interactions independently.
• Operational Excellence Adhere to service level agreements, quality standards and operational requirements. Maintain accurate customer and system records. Follow all company policies, procedures and compliance requirements. Contribute to a positive customer experience through professional and courteous interactions.
• Continuous Improvement Identify customer pain points and improvement opportunities. Escalate system, process or service issues to the appropriate channels. Support initiatives aimed at improving customer satisfaction and service delivery.

What you bring

• Grade 12 / Matric 0-1 year's customer service, retail or contact centre experience
• Basic proficiency in Microsoft Office applications