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 of 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 Dutch Quality Assessor to monitor & improve the quality of our interactions with brands that place their trust in us.
As a Dutch Quality Assessor, you will play a vital role in ensuring exceptional customer service and maintaining the highest quality standards for luxury brands. Proficiency in Dutch and English is essential, and Portuguese language skills are advantageous for this role.
I am intrigued. What would I be required to do concretely?
Under the management of the Quality Assessor Team Leader, your primary responsibility will be to assess and evaluate customer interactions, provide feedback, and report to campaign team leaders.
•Conduct regular evaluations of customer interactions, including phone calls, emails, and chat conversations, to assess brand ambassador performance and adherence to quality standards.
- Utilize established quality metrics and evaluation criteria to objectively measure and rate the brand ambassador’s performance.
- Provide constructive feedback and coaching to the brand ambassadors based on evaluation results, assisting them in improving their communication and customer service skills.
- Identify training needs and opportunities for process improvement to enhance the overall customer experience.
- Collaborate with team leaders and managers to develop and implement action plans for performance improvement.
- Stay updated on product knowledge and company policies to accurately evaluate customer interactions and provide precise feedback.
- Maintain accurate records and documentation of evaluation results for reporting purposes.
- Participate in calibration sessions with other Quality Assessors to ensure consistency and alignment in evaluation standards.
REQUIRED PROFILE
What do I need to bring to flourish in this position and evolve at Odity?
- Fluent proficiency in native Dutch and English (both written and spoken) are essential.
- Proficiency in Portuguese is advantageous.
- Previous experience in a customer service role or quality assurance role is preferred.
- Excellent communication skills, both verbal and written, with the ability to provide clear and constructive feedback.
- Strong analytical and problem-solving skills to identify performance gaps and improvement opportunities.
- Detail-oriented with the ability to maintain accurate and organized documentation.
- Ability to work independently and as part of a team in a fast-paced and dynamic environment.
- Flexibility to adapt to changing priorities and handle multiple tasks simultaneously.
- Strong computer skills and proficiency in using various software applications.
- Ability to work onsite.
- Matric/Grade 12.
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 on a daily basis to deliver an exceptional Customer Experience.
It also means recognizing through our 4 key values which are:
· 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 rapidly 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 remote work.
Job Type: Contract
Contract length: 12 months
Ability to commute/relocate:
- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (Required)
Language:
- Dutch (Required)
Application Deadline: 2023/05/23
Expected Start Date: 2023/06/26
