Customer Service Advisor - GEC at Association of International Certified Professional Accountants

What you will be doing:

• Act as the frontline position in the UK for CIMA and US for AICPA focused on the needs of members, students, candidates, and prospects. Handle inquiries via inbound/outbound phone calls, email, chat, and social media channels, which contribute to strong customer satisfaction survey results and Net Promoter Scores (NPS) scores.

What you will do:

• Provide high quality support and assistance to members, students, prospective students, partners, employer contacts, tuition providers and other stakeholders related to Association products and relevant processes
• 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 as required
• Identify and report issues that could negatively impact our member/customer experience
• Achieve qualitative and quantitative targets for individual performance
• Upsell/cross sell as appropriate by engaging customers in a discussion about membership, products and services suitable to the individual’s needs through both inbound and outbound campaigns
• Remain knowledgeable about memberships and products while working to become subject matter experts in key areas

The Team:

• Ever supportive of each other to ensure that we succeed as a team
• Eager to make a difference in our respective roles and contribute meaningfully to the organization
• Motivated to succeed

What we are looking for:

• Specialist level of experience and costumer services
• Versed and able to handle Live Chat and Inbound call
• Able to commit to UK working hours (11am - 6:30pm SA Time)
• Highly IT literate (Windows OX, Office 365, CRM software)
• Confident communicator in all modes (writing, speaking, listening, reading)
• Experienced in gathering, processing, and presenting quantitative and qualitative data to different types of audience