ERC - Global Advantage - Durban, South Africa

Durban,
South Africa

An industry leading facility in a place you
wouldn’t expect.

ONLY A TRUE global partner

can give you access to the best the world has to offer.

If you’re ready to leap forward…

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Durban is a fast-growing commercial hub with excellent infrastructure for end-to-end customer engagement, a strong emerging economy, a stable democracy, and a mild-weather environment.

What really sets it apart is its people—a team who are as talented and motivated as they are culturally aligned to the U.S. As ERC’s premiere far-shore offering, South Africa presents a value that is not only comparable to other countries but far greater.

Opportunity

In south africa

Language Proficiency

One of the top 3 global locations able to support English language skills at scale.

English is the common language, ensuring comprehension and understanding of nuances.

Half of Durban residents speak English as their primary language.

British-English accent intonation – preferred over India and the Philippines for seamless customer experience.

Team Office
Team

Cultural Compatibility

Our technology is best-in-class. But it’s our people who never miss a connection.

Highly educated and motivated with an exceptional work ethic.

A strong cultural alignment with the U.S., providing a strong brand experience for your customers.

A workplace environment and culture where people are driven and want to succeed.

Quality & Efficiency

We’ll add life to your business. You’ll outgrow your competition.

Cost-comparable offering to the Philippines without sacrificing quality.

More valuable per transaction, due in part to an accent positive, culturally-aligned workforce.

Consistent top performance driven by ERC's proven processes and technology.

Tem In Servers
Team Call Center

Industry Expertise

We’re outsourcing pioneers. Optimizing every customer interaction is in our DNA.

We are experts in customer lifecycle management.

We provide market-leading BPO to renowned brands across 4 continents.

We make deep investments in exponential technologies to enhance customer interactions.

Robust Infrastructure

Of all the options in the world, we choose locations that are world-class.

A world-class secure and economically stable environment backed by tremendous government support.

Redundant power source and hardware, fully interconnected with ERC’s dual, U.S.-based data centers, which maintain the highest rating possible.

South Africa’s best-in-class, Multiprotocol Label Switching networks maintain the industry’s highest quality of service levels.

Conection
Buildings City

Economic & Political Stability

Boasting the world's single longest democratically-elected government.

World's tenth largest stock exchange and inflation effectively managed at 3%-8%.

Living conditions and disposable incomes continue to rise favorably.

Mature outsourcing industry of 35 years with 200K+ jobs created and CAGR of up to 12%.

Durban SITE

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Wired to win
Our IT infrastructure is stable, secure and scalable with full redundancy in systems for disaster recovery and uptime, UPS, generator, PCI and other requirements aligned to our clients’ needs.
Excellence in a place you’d never expect
ERC’s far-shore offering is located in the heart of Durban, a fast-growing commercial hub with excellent infrastructure, a strong emerging economy, a stable democracy and environment with no catastrophic weather events.
Top security
Our building features 24x7 security, including biometric entry systems and no portable devices on operational floors.
Real connections
Our team connects with your customers. A community of high-performing, highly educated, English-speaking people live and work here, with strong American cultural alignment.
Made to win
From day one, we have an industry-leading onboarding process built around our clients’ requirements and goals. When our employees are on the floor, they are ready to succeed and driven to advance.
Driven to deliver
We put the right people in the right roles to manage the right contacts. The people we recruit are driven to deliver excellence, demonstrating higher levels of empathy, innovation, creative thinking and problem solving.
A people-first business
We invest in our people through tier-one amenities, on-site medical and wellness and a career development program on all levels of our business.
Employee happiness isn’t an option
Nearly 2 floors of our 6-story flagship center are dedicated to employee happiness. It not only drives down attrition, it’s the only way we know how to operate.
Making a difference
Our job readiness program gives previously disadvantaged individuals the basic job skills necessary to succeed. With our career development programs and their drive, they become top-tier members of our team.
Top grade and spacious work environment
Facilities and infrastructure in place to support large and scalable 24x7x365 outsource operations.
Designed and branded in collaboration with you
We work with you to develop dedicated branded client operations to ensure a connection with your brand.
On-site facilities for wellness and professional development
Within our state-of-the-art building, we have facilities for health and wellness, as well as for the training of our dedicated agents.
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Durban SITE

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Reporting Analyst

Job Responsibilities:

Develop creative solutions for real-time issues in support of the Processing departments and Client Services.
• Create and Manage the execution of Project Plans. Determine prioritization of project plans with the Director of Client Services and execute.
• Perform account research and analysis as necessary, while utilizing the department ticketing queue or in response to email correspondence.
• Add efficiency and effectiveness to the general process flow by identifying process gaps and opportunities for greater performance. Use SQL and VB in tandem to meet these greater performance goals.
• Design and implement validation controls to improve functionality of client interfaces.
• Automate reporting deliverables wherever possible to improve timeliness and accuracy.
• Coordinate with Shared Services departments to improve process flows, provide accuracy and efficiency gains, and improve the standard of processing for an improved ERC service level.
• Partner with Information Technology to improve ERC technical performance wherever possible.
• Assist department leadership with User Acceptance Testing, Monitoring, and general process maintenance.
• Follow all standard operating procedures while communicating process failures and potential improvements to your team lead or manager. Update version history where required to ensure accurate process documentation, per ERC guidelines.
• Research and reconcile client requests and issues that are communicated directly to you, the department distribution list, or the department ticketing queue.
• It is expected that all ERC employees represent the highest level of professionalism, understanding that he or she will always be expected to act legally, morally, and ethically.
• Other duties as assigned.

Skills, qualifications, and other requirements:

WORK EXPERIENCE REQUIREMENTS

• 1+ years’ experience in related field.
• Proven organizational skills and demonstrated proficiency with SQL and VB.
• Demonstrated ability to research and resolve reporting breakdowns or create efficiencies through automation of process via macro-enabled documents or SQL tables.
• Understanding of project management and accounting procedures.
• Knowledge of industry standard financial software.
• Expert level understanding of Microsoft Excel.
• Attention to detail a must.
• Ability to communicate effectively with all levels of management and clients

EDUCATION REQUIREMENTS

Associate degree in a related field

Order Management Specialist

Job Responsibilities:

Order Entry/Data Entry
● Process order entry transactions as directed by customer account manager(s), including manual order entry, order copy, order line changes, terms changes, etc. aligned to Logitech OM and SOX processes and guidelines
● Data entry into Excel/Google docs as specified in the process(es)
Reports
● Generate and format order management and/or shipping reports as needed by customer supply chain department
● Produce daily summary of all transactions processed for audit/inspection by Logitech
Other
● Monitor email and respond timely in high volume environment
● Provide support for shipment tracking

Skills, qualifications, and other requirements:

KNOWLEDGE
● 2 years minimum Oracle order entry & reporting experience required
● Computer proficiency in email environments, MS Word/Excel/PowerPoint & Google Apps.
● Excellent English written and verbal skills

PERSONAL SKILLS
● Strong interpersonal communication skills
● Team-player
● Excellent attention to details
● Ability to work independently in a fast-paced office
● Ability to prioritize and multitask
● Strong sense of urgency
● Fast Learning skills
● Good organization and time management skills

Project Manager III

Job Responsibilities:

  • Coordinate in English with internal, client, and other external resources to ensure scope, requirements, and objectives are clearly and transparently defined
  • Work with ERC Sponsor, stakeholders, and functional areas to define tasks, deliverables, and due dates
  • Develop Project & Communication Plans based on implementation scope, requirements, and objectives
  • Manage changes to project scope, schedule, and costs through appropriate solutioning or escalation
  • Report and escalate on Action/Issue/Risk items that may impact project success
  • Meticulously maintain comprehensive project documentation
  • Define and drive project deliverables, meetings, updates, and communication with client & internal sponsors, stakeholders, and functional areas to ensure project scope, requirements, and objectives are met

Skills, qualifications, and other requirements:

  • Proficient in English Verbal and Written (Conversational/Professional)
  • Exemplary client & internal facing written and verbal communication skills and capable of communicating at the level of your audience (Executive and below)
  • Unparalleled attention to detail, critical thinking, and abstract analysis skills to see complex issues before they arise and resolve them
  • Solid organizational skills and ability to ‘get out of your own head’ when an issue or crisis arises
  • Ability to drive others to success through professional mechanisms that instill a desire in others to succeed
  • Unquestioned ability to manage multiple projects, conflicting deliverables, and drive a way forward to success
  • A desire to always self-improve, improve the team, process, and organization

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