Instant Offer Support Agent

AutoTrader; Johannesburg; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading online automotive marketplace in Johannesburg is seeking an Instant Offer Support Agent for a 6-month contract. The role involves managing instant offer moderation processes and resolving customer queries to ensure productivity. Ideal candidates should have a matric qualification and at least 2 years of experience in a customer service role within a call center environment. Strong communication and multitasking skills are essential, along with a customer-oriented attitude. This position is on-site with a full-time commitment.

Qualifications

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

Responsibilities

• Manage the Instant Offer Moderation process.
• Work closely with The Call Centre Manager for productivity.
• Resolve customer queries related to Instant Offer within service level timeframes.

Skills

Excellent communication skills

Telephone etiquette

Ability to multitask

Customer service skills

Education

Matric

Customer service qualification

Job description

Overview

Instant Offer Support Agent - 6 month contract – Johannesburg, South Africa | AutoTrader – Operations / Full-time / On-site

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 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 while 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 work together to build a more sustainable world through trade. We make it safe, smart, and convenient to buy and sell cars, find housing, get jobs, buy and sell household goods, and more. Our colleagues around the world help to serve millions of people around the world every month, through its well-loved consumer brands including OLX, Otodom, AutoTrader, Property24. 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, organizing, planning and scheduling of offers in the queue.
• 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 escalate 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.