Associate Advisor - GEC

Association of International Certified Professional Accountants; Johannesburg; Hybrid; ZAR 230,000 - 311,000; Full time

Job summary

The Association of International Certified Professional Accountants is seeking a Global Engagement Center Contact Centre Advisor in Johannesburg. You will support members, students, prospects, and customers across phone, email, chat and other channels, delivering clear, high-quality service.

Training is in-office for 6 weeks, followed by a 2+3 hybrid pattern with at least two days per week in the Johannesburg office. Start date is 16 November 2026.

Qualifications

• Experience in a multi-channel customer engagement environment.
• Experience meeting quality, service, productivity, revenue, or customer satisfaction goals.
• Experience using customer service or case management systems.

Responsibilities

• Support inbound, outbound, chat, email, social, or member services as assigned.
• Deliver professional responses and resolve member, student, prospect, or customer needs.
• Monitor service levels and customer experience measures.
• Assist team members across channels and priorities.
• Collaborate with other teams to improve end-to-end customer journeys.
• Maintain accurate records in approved systems.
• Support campaigns to improve retention, engagement and product awareness.
• Utilize data and feedback to strengthen service efficiency and experience.

Skills

Multi-channel support

Customer engagement

CRM / case management systems

Quality-focused

Education

Degree-level qualification

Tools

CRM systems

Job description

About the Role:

Join our Global Engagement Center (GEC) as a Contact Centre Advisor and help members, students, prospects, and customers get the support they need across phone, email, chat and other service channels. You'll be part of a collaborative team focused on delivering clear, helpful and high-quality service. You will report to Senior Manager - Global Engagement Strategy & Support.

Work Pattern:

For the 6-week training period, you will be in-office every day. Thereafter, you will use a 2+3 hybrid work schedule, with at least two days a week in our Johannesburg office.

Start date:

16 November 2026

Salary:

270,000 ZAR annually

Invest in your future

with development opportunities to help you build expertise and grow your career.

Join a collaborative team

where achievements are recognised and leaders are committed to helping you succeed.

Make an impact!

Help members and students achieve their professional goals and shaping the future of the accounting and finance profession.

Enjoy variety and global exposure

in a contact centre environment where no two days are the same and you'll engage with members and students from around the world.

Have your voice heard

by providing feedback on member experiences and contributing directly to service improvements across the business.

Unlock future career opportunities

with a clear pathway for progression. Each year, between 20% and 25% of our GEC Advisors move into new roles, either within the GEC or across the Association.

What You'll Do:

• Support inbound, outbound, chat, email, social, technical, membership, or student service activities as assigned.
• Deliver professional responses and resolve member, student, prospect, or customer needs.
• Monitor service levels, quality, productivity, revenue, retention, progression, and customer experience measures.
• Help team members across channels and priorities where applicable.
• Partner with other teams to improve end-to-end customer journeys.
• Maintain accurate customer, membership, application, case, knowledge, or technical records in approved systems.
• Support campaigns and programs that improve retention, conversion, engagement, product awareness, and member value.
• Use data, feedback, technology, and process improvement to strengthen service efficiency and experience.

What we're looking for:

• Relevant work experience and a degree-level qualification. Equivalent combinations of education and experience are welcome.
• Experience working within a multi-channel customer engagement environment.
• Experience meeting quality, service, productivity, sales, revenue, or customer satisfaction goals.
• Experience using customer service, contact centre, or case management systems.
• Experience within a professional association, membership organization, educational institution, or credentialing body is beneficial but not essential.

How We Support You:

We provide flexibility to help you achieve a good work-life balance. You'll be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from.

We offer benefit options in and out of the workplace, including healthcare, annual leave, parental leave, an employee assistance programme. We care about our employees' welfare and focus our benefits package on the benefits which support your wellbeing. We also recognise that everyone has different priorities, so in addition to our core benefits to support your health we offer flexible options for you to choose benefits that are right for you, your family and your lifestyle.

We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.

About Us:

At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We are future-focused, empowering the world's most accomplished accountants to stay relevant, meet today's demands, and prepare for tomorrow's challenges through quality education, resources, and training.

Learn more about The Association on LinkedIn and our Career Site.

#GreatPlacetoWork

Additional Information

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.