Job Description

Back Office Specialist

Odity Cape Town is looking to grow its team!

Shifts: Mon to Fri, 8am to 5pm/9am to 6pm client requirements

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: Back Office Specialist to monitor & improve the quality of our interactions with brands that place their trust in us.

As a Back Office Specialist, 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 concretely?

Under the management of the Team Leader, your primary responsibility will be to:

Provide timely and professional responses to customer enquiries via email (expanding to calls and chat in the future).

Ensure all emails, calls, and chats are answered in a polite, professional, friendly, and timely manner.

Demonstrate excellence in customer service by achieving specified performance standards in the handling of front office and back-office duties.

Assist users with registering their valuable items in digital vaults, including uploading relevant documentation.

Guide users through the process of reporting lost or stolen items, ensuring they understand the requirement for a police report.

Handle daily tasks related to serial number checks, model number verifications, and lost/stolen item validations.

Assist in the verification process for police reports and other supporting documents submitted by users.

Monitor and process active tasks such as checking serial numbers, validating model numbers, and verifying lost/stolen reports.

Ensure timely follow-up with users to request additional documentation when necessary

Maintain accurate records of all tasks and communications in the system

Conduct thorough checks of documents uploaded by users to ensure they meet the platform's requirements for registration and reporting

Cross-reference information in police reports with other provided documents, like warranties and invoices or cases

Handle requests to unregister items from the lost/stolen database, ensuring users provide the necessary documentation

Follow up with users who do not respond to unregistered document requests, sending reminders as needed

Collaborate with other team members for final validation of unregistered tasks

Ongoing training will be provided by the client, along with new tasks and processes to e completed daily in addition to the above responsibilities.

Multilingual capabilities (French, German, Italian, or Spanish) to support international clients, with the assistance of translation tools.

REQUIRED PROFILE

Advanced proficiency in English (both written and spoken).

Completed diploma in Finance or Auditing (or currently studying towards a degree in the same fields).

Minimum 1-3 years' experience in a customer-facing role, ideally in luxury goods, insurance, or technology sectors.

At least 2 years' investigative or back-office work experience.

Proven experience handling sensitive client information with professionalism and confidentiality.

Strong problem-solving, analytical, and communication skills when assisting clients.

Demonstrated ability to investigate discrepancies, missing information, or potential fraud.

Skilled in gathering and verifying information from multiple sources and documenting investigative steps for colleagues, supervisors, or external partners.

Hands-on experience using Salesforce for case management, logging updates, generating reports, and working with dashboards, workflows, Chatter, and Knowledge Base.

Ability to analyse case data to identify trends, inconsistencies, or urgent issues.

Comfortable using digital platforms, databases, and AI-based tools (e.g., image recognition for product serial numbers).

Ability to troubleshoot basic technical issues and escalate complex cases appropriately.

Proven track record of meeting challenging targets and deadlines while adhering to KPIs and SLAs.

Strong attention to detail in document validation with excellent grammar and language use.

Ability to ensure high quality and accuracy when processing information.

Flexibility in time management throughout the shift to accommodate client meeting requests.

Proficiency in Microsoft Office applications and knowledge of administration procedures.

Experience in the luxury watch, jewellery, or high-value product industries, with exposure to working alongside insurers, maisons (manufacturers), or law enforcement agencies.

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

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

Ability to use independent judgment and apply insight, when necessary, always seeking to be proactive and assertive within the parameters of the job.

Ability to translate/interpret applications and data, presenting the findings in a user-friendly and practical format.

Excellent administrative, analytical, and numeracy skills.

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

Leadership and mentoring abilities.

Excellent interpersonal skills and work 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 on a daily basis to deliver an exceptional Customer Experience.

Job Types: Full-time, Permanent

Education:

Diploma (Required)
Experience:

Investigative : 2 years (Required) Back Office: 2 years (Required)
Work Location: In person