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 individuals 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
