Associate Advisor - GEC

In brief

**Overview** This role is for an Associate Advisor in the Global Engagement Center (GEC) at the Association of International Certified Professional Accountants. The position involves acting as a Contact Centre Advisor, providing support to members, students, prospects, and customers across various service channels including phone, email, and chat. The successful candidate will join a collaborative team focused on delivering clear, helpful, and high-quality service and will report to the Senior Manager - Global Engagement Strategy & Support. The work pattern includes a mandatory 6-week in-office training period. Thereafter, the role transitions to a 2+3 hybrid schedule, requiring at least two days a week in the Johannesburg office. The annual salary for this position is 270,000 ZAR. The company offers development opportunities, a collaborative environment, the chance to impact the accounting and finance profession, global exposure, opportunities to provide feedback for service improvements, and clear pathways for career progression. **What you will 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. **Requirements (from the original advert)** * 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. **Who should apply** This role is suitable for individuals with relevant work experience and a degree-level qualification, or an equivalent combination of education and experience. The ideal candidate will have experience in a multi-channel customer engagement environment, demonstrated ability to meet quality, service, productivity, sales, revenue, or customer satisfaction goals, and familiarity with customer service, contact centre, or case management systems. While not essential, experience within a professional association, membership organization, educational institution, or credentialing body is considered beneficial. Applicants should be prepared for a hybrid work schedule based in Johannesburg following an initial in-office training period. **Deadline** Not specified **Reference** Original posting: https://www.myjobmag.co.za/job/associate-advisor-gec-association-of-international-certified-professional-accountants-2 Source: myjobmag

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