Instant Offer Support Agent

OLX Group; Johannesburg; On-site; ZAR 156,000 - 234,000; Full time

Job summary

AutoTrader, part of the OLX Group, seeks an Instant Offer Moderation assistant in Randburg, Johannesburg. You will manage moderation workflow, plan schedules, and respond to customer queries within SLA while coordinating with the Call Centre Manager. Strong communication and teamwork are essential.

You will work in a fast-paced environment, handling multiple tasks, maintaining accurate records, and ensuring timely completion of IO processes. A matric with customer service exposure is required.

Qualifications

• Matric; 2 years in a customer service position within a call centre environment.
• Matric plus customer service qualification.

Responsibilities

• Manage Instant Offer Moderation processes including activity planning and scheduling.
• Coordinate with Call Centre Manager for daily/weekly/monthly planning and reporting.
• Resolve customer queries regarding Instant Offer within SLA and escalate when needed.
• Maintain effective communication within the department and with stakeholders.
• Achieve IO deadlines and moderate all vehicles on the platform.

Skills

Excellent communication

Telephone etiquette

Independent

Team player

Under pressure

Multitask

Customer service

Computer literate

Education

Matric

Customer service qualification

Tools

Web platforms

Job description

WELCOME TO OLX

If you have a vision and are passionate about the same things we are, we'd love to meet you!

At AutoTrader, we put much effort into creating an environment that will produce world-class solutions. We allow team members to take ownership of their work and see it through from beginning to end whilst drawing on the team's collective experience. As a team, we discuss problems, brainstorm, and settle on the best solution.

Based in Randburg, Johannesburg, we are affiliated with the global OLX organization.

We are always on the lookout for ambitious and passionate people to join our team.

At OLX, we’re building marketplace sustainable ecosystems that millions of people depend on every month – to buy and sell cars, find homes, land jobs, and trade secondhand goods. It’s commerce that matters: safe,smart, andenvironmentally responsible.

We do this with courage to innovate, commitment to outcomes, collaboration across 50+ nationalities and 7 markets, and acustomer-ledapproach that puts real people first. Add adesire to win– and you get a culture that's ambitious, fast-moving, and built on trust.

Our brands – including AutoTrader, OLX, Otomoto, Property24, and more– are loved by millions. And we’re backed by Prosus, one of the world's largest tech investors.

Join OLX and see how far you can go.

Are you keen to assume responsibility for the planning, organizing, leading and controlling of instant offer moderation duties and responsibilities, which encompass the instant offer contact center whilst actively leading by example and living the AutoTrader value set then this might just be for you.

Responsibilities

• To effectively manage the Instant Offer Moderation process in regards to activity management, organising, planning and scheduling of offers in the que.
• To work closely with The Call Centre Manager to ensure that planning and reporting is done in regards to Daily/Weekly/Monthly to ensure productivity is maximized based on report results.
• To resolve all customer queries related to Instant Offer within agreed service level timeframes and quality levels and elevate to line manager where needed.
• To ensure effective communication is maintained within the department and other key stakeholders.
• To achieve and improve on all key IO customer contact deadlines - as per approved process.
• To moderate all vehicles on the Instant Offer platform.

Administration

• To ensure all administration required for Instant Offer is up to date (Month end reports, Daily checks)
• To update the Manage platform after each customer interaction with the appropriate notes
• Ensure all administrative tasks are up to date – these include assisting with reporting on IO different statuses

Skills

• Excellent communication skills both verbal and written
• Excellent application of telephone etiquette
• Ability to work independently and within a team
• Ability to work under pressure
• Ability to multitask
• Customer service skills – handling difficult conversations, building rapport with people, etc.
• Fully computer literate – ability to navigate different online platforms, solid use and understanding of web/online tools/sites etc.

Attitude

• Customer orientated – a love for dealing and working with diverse people
• Results & Deadline driven – a need to work towards a deadline and 100% task completion
• Organized
• Team player
• Motivated
• Adaptable
• Can do attitude
• Self-starter

Education, Experience, Qualification and Special Requirements

• Matric
• 2 years in a customer service position within a call center environment.
• Matric plus customer service qualification.

AutoTrader has the largest automotive marketplace in South Africa and gets over 11 million visits each month to its online platforms. With car shoppers conducting over 55 million searches across more than 130 000 listings on mobile, tablet, desktop devices and apps.

AutoTrader uses state-of-the-art technology to bring motor vehicle buyers and sellers together. In addition, it was the first in its category in South Africa to introduce variant-level keyword search, enabling shoppers to simply type in what they are looking for. World class iOS and Android applications mean car shoppers can car shop anywhere, anytime.

About AutoTrader

We are committed to creating a trusted, safe and transparent vehicle e-commerce marketplace that empowers, enables and improves the lifestyles of those we connect while taking the Road Less Traveled.

"We recruit people who share our values. We hire for culture and train for skill" @George Mienie, AutoTrader CEO

To support our commitment to diversity, inclusion, and compliance with South Africa’s Employment Equity Act, we collect gender and race information to help us monitor and promote equal opportunities. Please note that this information is confidential and does not influence hiring decisions, which are based solely on qualifications and experience.

Diversity, Equity and Inclusion at OLX

OLX values diversity and welcomes applicants of all races, ethnicities, disabilities, ages, genders, sexual orientations, religions, backgrounds, and experiences to apply.

OLX will process your personal data to assess your fit for the applied position. You may optionally consent to store your data for up to 12 months after the application process for consideration in future OLX roles. For more details on how your application data will be processed please check our Privacy Statement.