Global Engagement Advisor | Multichannel Support

AICPA; Johannesburg; Hybrid; ZAR 243.000 - 297.000; Vollzeit

Benefits dieser Stelle

Healthcare

Annual leave

Employee assistance programme

Parental leave

Zusammenfassung

The Association of International Certified Professional Accountants in Johannesburg is seeking a Contact Centre Advisor to support members, students, prospects and customers across phone, email, chat and other channels. You will deliver high-quality service and help shape end-to-end customer journeys.

During the first 6 weeks you will be in-office daily, followed by a 2+3 hybrid pattern with at least two days in our Johannesburg office. Salary is 270,000 ZAR annually to support your growth.

Qualifikationen

• Requires degree-level qualification or equivalent.
• Experience in a multi-channel customer engagement environment.
• Track record of meeting quality, service, or customer satisfaction goals.

Aufgaben

• Support inbound, outbound, chat, email, social, and other 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 records in approved systems (customer, membership, application, case, knowledge, or technical).
• Support campaigns to improve retention, conversion, engagement, product awareness, and member value.
• Use data, feedback, technology and process improvement to strengthen service efficiency and experience.

Kenntnisse

Multichannel support

Customer service

Quality targets

Ausbildung

Degree-level qualification

Tools

CRM systems

Case management systems

Jobbeschreibung

The Association of International Certified Professional Accountants in Johannesburg is seeking a Contact Centre Advisor to support members, students, prospects and customers across phone, email, chat and other channels. You will deliver high-quality service and help shape end-to-end customer journeys.

During the first 6 weeks you will be in-office daily, followed by a 2+3 hybrid pattern with at least two days in our Johannesburg office. Salary is 270,000 ZAR annually to support your growth.