%3Cp data-pm-slice=%221 3 []%22%3E%3Cstrong%3EAbout the Role:%3C/strong%3E%3C/p%3E%3Cp%3EYou will lead member and student service delivery in our Contact Center, offering technical support, membership, retention, progression, and engagement activities. You will help deliver accurate, multichannel service while improving customer experience, operational performance, and member value.%3C/p%3E%3Cp%3EYou will report to the Senior Manager - Global Engagement Centre and use a hybrid work schedule.%3C/p%3E%3Cp%3E%3Cstrong style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3EWork Pattern:%3C/strong%3E%3Cspan style=%22background-color:rgb(255,255,255);color:rgb(0,0,0);font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;%22%3E%3Cspan style=%22-webkit-text-stroke-width:0px;display:inline important;float:none;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3E 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.%3C/span%3E%3C/span%3E%3C/p%3E%3Cp style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3E%3Cstrong%3E%26nbsp; %26nbsp; %26nbsp; Invest in your future %3C/strong%3Ewith development opportunities to help you build expertise and grow your career.%3C/p%3E%3Cp style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3E%3Cstrong%3E%26nbsp; %26nbsp; %26nbsp; Join a collaborative team %3C/strong%3Ewhere achievements are recognised and leaders are committed to helping you succeed.%3C/p%3E%3Cp style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3E%3Cstrong%3E%26nbsp; %26nbsp; %26nbsp;Make an impact %3C/strong%3EHelp members and students achieve their professional goals and shaping the future of the accounting and finance profession.%3C/p%3E%3Cp style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3E%3Cstrong%3E%26nbsp; %26nbsp; %26nbsp;Enjoy variety and global exposure%3C/strong%3E in a contact centre environment where no two days are the same and you%27ll engage with members and students from around the world.%3C/p%3E%3Cp style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3E%3Cstrong%3E%26nbsp; %26nbsp; %26nbsp;Have your voice heard%3C/strong%3E by providing feedback on member experiences and contributing directly to service improvements across the business.%3C/p%3E%3Cp style=%22-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);color:rgb(0, 0, 0);font-family:%26quot;Open Sans%26quot;, %26quot;Segoe UI%26quot;, Frutiger, %26quot;Frutiger Linotype%26quot;, %26quot;Dejavu Sans%26quot;, %26quot;Helvetica Neue%26quot;, Arial, sans-serif;font-size:13.02px;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;margin:0px 0px 12px;orphans:2;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;white-space:normal;widows:2;word-spacing:0px;%22%3E%3Cstrong%3E%26nbsp; %26nbsp; %26nbsp;Unlock future career opportunities%3C/strong%3E 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.%3C/p%3E%3Cp%3E%26nbsp;%3C/p%3E%3Ch3%3E%26nbsp; %26nbsp; %26nbsp; You Will:%3C/h3%3E%3Cul%3E%3Cli%3ELead inbound, outbound, chat, email, social, technical, membership, or student service activities as assigned.%3C/li%3E%3Cli%3EDeliver accurate, professional responses and resolve member, student, prospect, or customer needs.%3C/li%3E%3Cli%3EMonitor service levels, quality, productivity, revenue, retention, progression, and customer experience measures.%3C/li%3E%3Cli%3EDeveloping and coach team members and allocate resources across channels and priorities where applicable.%3C/li%3E%3Cli%3EHandle escalations, identify causes, and partner with other teams to improve end-to-end customer journeys.%3C/li%3E%3Cli%3EMaintain accurate customer, membership, application, case, knowledge, or technical records in approved systems.%3C/li%3E%3Cli%3ESupport campaigns and programs that improve retention, conversion, engagement, product awareness, and member value.%3C/li%3E%3Cli%3E%3Cp%3EUse data, feedback, technology, and process improvement to strengthen service efficiency and experience.%3C/p%3E%3Cp%3E%26nbsp;%3C/p%3E%3Cp%3E%26nbsp;%3C/p%3E%3Cp%3E%3Cspan style=%22color:white;%22%3E%3Cspan data-teams=%22true%22%3E#LI-JS1%3C/span%3E%3C/span%3E%3C/p%3E%3Cp%3E%26nbsp;%3C/p%3E%3Cp%3E%26nbsp;%3C/p%3E%3C/li%3E%3C/ul%3E

Qualification

*

You Have:

• 4+ years of experience in a customer service or call centre environment.
• 3+ years experience of people management and leadership responsibilties
• Experience achieving target-based sales

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 program. 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 #LI-Hybrid

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.