Associate Advisor - GEC at Association of International Certified Professional Accountants

About the Role:

• You will be the face of AICPA & CIMA by focusing on the needs of members, students, candidates, and prospects. Handle inquiries through inbound/outbound phone calls, email, chat, and social media channels, which contribute to customer satisfaction survey results and Net Promoter Scores (NPS) scores. You will report to a GEC Associate Manager. You will be based on site and work 9am to 5pm, UK time.

You Will:

• Identify and report issues that could negatively affect our member/customer experience
• Achieve qualitative and quantitative targets for individual performance
• Upsell/cross sell by engaging customers in a discussion about membership, products and services suitable to their needs through both inbound and outbound campaigns
• Remain knowledgeable about memberships and products while working to become subject matter experts in important areas
• Collaborate with team members to share knowledge, identify efficiencies and achieve Service Level Agreements
• Communicate relevant information on policies, member benefits, products, services, and industry developments through inbound/outbound phone, email, chat, and social media channels.
• Navigate multiple systems to grant access and manage membership requests, product orders, event registrations, account adjustments, and other requests
• Identify customers' needs and anticipate obstacles by clarifying information, researching issues and providing the easiest solutions or alternatives

You Have:

• High school diploma or equivalent

6+ years' related experience including:

• 1+ years of customer service or sales experience
• Experience achieving set targets for individual performance
• Experience working with a CRM system
• Previous work experience in a not-for-profit, Association, or NGO environment
• Resolution experience
• Online chat experience