Jobs at Association of International Certified Professional Accountants

About the Role:

• Join our Global Engagement Center (GEC) as a Contact Centre Advisor and help members, students, prospects, and customers get the support they need across phone, email, chat and other service channels. You'll be part of a collaborative team focused on delivering clear, helpful and high-quality service. You will report to Senior Manager - Global Engagement Strategy & Support.

Work Pattern: 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.

Salary: 270,000 ZAR annually

• Invest in your future with development opportunities to help you build expertise and grow your career.
• Join a collaborative team where achievements are recognised and leaders are committed to helping you succeed.
• Make an impact! Help members and students achieve their professional goals and shaping the future of the accounting and finance profession.
• Enjoy variety and global exposure in a contact centre environment where no two days are the same and you'll engage with members and students from around the world.
• Have your voice heard by providing feedback on member experiences and contributing directly to service improvements across the business.
• Unlock future career opportunities 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.

What You'll 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.

What we're looking for:

• 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.

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 programme. 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.

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About the Role:

• You 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.
• You will report to the Senior Manager - Global Engagement Centre and use a hybrid work schedule.
• Work Pattern: 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.
• Invest in your future with development opportunities to help you build expertise and grow your career.
• Join a collaborative team where achievements are recognised and leaders are committed to helping you succeed.
• Make an impact! Help members and students achieve their professional goals and shaping the future of the accounting and finance profession.
• Enjoy variety and global exposure in a contact centre environment where no two days are the same and you'll engage with members and students from around the world.
• Have your voice heard by providing feedback on member experiences and contributing directly to service improvements across the business.
• Unlock future career opportunities 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.

You Will:

• Lead inbound, outbound, chat, email, social, technical, membership, or student service activities as assigned.
• Deliver accurate, professional responses and resolve member, student, prospect, or customer needs.
• Monitor service levels, quality, productivity, revenue, retention, progression, and customer experience measures.
• Developing and coach team members and allocate resources across channels and priorities where applicable.
• Handle escalations, identify causes, and 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.

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.

go to method of application »

About the Role:

• You will implement our Business Development strategy to build mutually beneficial relationships with employers, recruitment agencies, secondary and tertiary education institutions, other professional bodies and the public sector (governmental structures).
• You will create budgeted revenue and increase student numbers by creating and following through on opportunities with clients using a consultative sales approach to sell the Association's broad portfolio of membership and learning products.
• You will report to the Head of South Africa and use a hybrid working pattern, with travel around South Africa expected.

You Will:

• Maintain relationships with partners across academic, private and public sector and support the Country Manager in building our reputation throughout the target market using advocacy and influencing the education market.
• Develop relationships with important employers, to increase account reach and strengthen the business relationship, elevating the Association's status to a preferred supplier and trusted advisor on relevant matters including compliance.
• Raise our profile and brand awareness across the target markets and improve the positioning and competitive advantage
• Stay informed about general education trends within the accounting profession to promote our qualification, products and services
• Identify and use opportunities to introduce new revenue streams, with special reference to governmental and private funding.
• Entrench CIMA in employment market by building awareness and encouraging relationships with important decision makers.
• Recruit, and accredit employer partners to the CIMA training programme and support customers, thereby deriving income and improving student pass rates and progression to ACMA or CGMA
• Share insights gathered in the external environment that would influence the way CIMA operates and keeps relevant in the target market.
• Facilitate progression by coordinating, revision sessions, workshops, boot camps, crash courses and supporting exam completes with membership application process and face-to-face assessments
• Manage collateral distribution for learning and employer partners including several campaigns, flyers and exhibition units; and CGMA expertise output for employer data bases.
• Perform monitoring and evaluation and reporting requirements internally and externally

You Have:

• Degree level business qualification or equivalent experience
• 4+ years of experience in a relevant discipline
• Experience in business development and account B2C and B2B management
• Experience working remotely and in virtual teams
• Commercially aware with a knowledge of sector/market/business trends.

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.