English Customer Service Brand Ambassador

Odity Cape Town is looking to grow its team

Operational times: Mon to Sun,10am to 5pm UK Time zone

**WHO ARE WE?**

At Odity, we are experts in customer relations. We help brands that trust us to take care of their most valuable asset: their customers.

We are a multicultural team of 1,500 employees based at 10 offices located around the world: New York, London, Brussels, Paris, Milan, Antananarivo, Cape Town, Hong Kong, Shanghai, and Tokyo.

Today we work in synergy with more than 350 brands as close as possible to their customers in the luxury, lifestyle, fashion, automotive, insurance, banking, and media sectors.

Our mission: to transform every interaction with the customer into an opportunity to create value and cultivate the uniqueness of the brand.

In concrete terms, we manage the omnichannel relationship across all the brand's touchpoints (pre-sales, sales, and after-sales) on the customer's preferred channel and language of communication.

Our Brand Ambassadors respond to the daily requests of customers by providing a dimension of listening, empathy, proximity, and advice.

**JOB DESCRIPTION**

Odity Cape Town is currently looking for an essential profile: a Customer Service Brand Ambassador to monitor & improve the quality of our interactions with brands that place their trust in us.

As a Brand Ambassador, you will play a vital role in ensuring exceptional customer service and maintaining the highest quality standards for luxury brands. Proficiency in English is essential.

**I am intrigued. What would I be required to do ?**

Under the management of the Team Leader, your primary responsibility will be to assess and evaluate customer interactions, provide feedback, and report to campaign team leaders.

Deliver exceptional customer service to Odity's clients and customers.

Effectively and accurately identify the customers’ issues and provide the necessary resolutions.

Demonstrate excellence in customer service by achieving specified performance standards in the handling of inbound, prospecting, and/or outbound calls on the telephone.

Ensure that SLA is met and exceeded with respect to back-office processing requirements as per client’s requirements.

Be able to contribute to the continuous improvement of contact centre operations and support the Odity business.

Ensure a high quality of processing of information.

**REQUIRED PROFILE**

Fluent in English (spoken and written); British English fluency preferred.

Education - completed or currently studying towards a Diploma or Degree preferred.

Matric/NQF Level 4 with minimum 30 credits.

2 years relevant inbound and outbound customer service experience.

2 years back-office experience.

Track record of success in meeting challenging targets and deadlines.

Knowledge of administration procedures.

Problem solving skills and initiative.

Excellent quality and adherence to KPI’s/SLA’s.

MS Word - excellent.

MS Excel - excellent.

MS Outlook - excellent.

MS Internet - excellent.

CRM experience (Salesforce/Vonage or similar) preferred.

Ability to type 35+ words per minute.

**Key Attributes**

UK cultural awareness (covered in training).

Empathy, patience, resilience, and stress tolerance.

Strong communication skills.

Active listening and problem-solving abilities.

Attention to detail.

Team-orientated and positive attitude.

Adaptability, reliability, and accountability.

Emotional intelligence.

Tech-savvy and curiosity.

**What do I need to bring to flourish in this position and evolve at Odity?**

Excellent written and oral communication, presentation, and interpersonal skills.

Excellent administrative, analytical, and numeracy skills.

Goal-oriented outlook, takes initiative, and follows through proactively.

Leadership and mentoring abilities.

Excellent interpersonal skills and works effectively within a team environment.

**What can Odity give me in return?**

Joining the Odity team means being part of a multicultural, dynamic, and growing company, where all employees are mobilized daily to deliver an exceptional Customer Experience.

It also means recognizing our 4 key values:
Reliability in the service we deliver,

Intensity in the commitment of each of our actions and in our passion for customer relations,

Daily sharing between colleagues and through the company's CSR commitments, and the Smart attitude that allows us to act intelligently in all situations.

It also means having the opportunity to grow within the Group, in Cape Town or in one of our 10 offices located around the world.

Finally, you will benefit from a stimulating work environment with flexible hours, and the possibility of occasional remote/hybrid work.

**Job Types**: Full-time, Permanent

**Experience**:

- relevant inbound and outbound customer service : 2 years (required)