Customer Service Associate

Customer Service Associate

About the job

The role of the Customer Service Associate is to provide a professional service to members of the IB Community, managing inquiries, identifying, and assessing customer needs. To champion the customer internally by reporting trends and issues. To make recommendations for improvements aimed at reducing customer effort and enhancing the overall experience.

Responsibilities:

Customer Support

• Provide an information service on the broad range of the IB's products, services and systems;
• Provide clear, timely, and accurate information;
• Handle complaints received via telephone;
• Communicate the IB's policies and procedures;
• Deal with critical situations, such as examination emergencies

Relationship Management

• Build sustainable relationships with external customers through open and interactive communication;
• Liaise with internal stakeholders enterprise-wide, to ensure the timely resolution of customer issues and inquiries

Coordination

• Handle customer concerns in a professional manner;
• If necessary, ensure that inquiries are referred to the appropriate escalation point;

Customer Satisfaction

• Handle customer concerns in a professional manner;
• If necessary, ensure that inquiries are referred to the appropriate escalation point;

Administration

• Adhere to Customer Service Operations Framework

Teamwork & Cooperation

• Liaise and cooperate with other teams to resolve issues and improve resolution times;
• Work cross-divisionally to ensure the resolution of customer inquiries.

Continuous Improvement

• Seek opportunities to improve customer experiences through raising insights or trends;
• Make recommendations for service improvements.

Job requirements:

• Educated to degree level
• Have, or be able to develop, a sound understanding of a broad range of the IB's products,

services, and systems

• Proven customer support experience
• Excellent communication skills with the ability to engage customers and colleagues
• Ability to multi-task, prioritize, and manage time effectively
• Familiar with CRM systems
• Fluent in English with native-level fluency in French or Spanish (in accordance with business requirements)
• Effective call handling and active listening skills