AICPA & CIMA
Job title:
Contact Centre Advisor – UK
Company
AICPA & CIMA
Job description
About the Role:As a first line support for customers 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 customer satisfaction survey results and Net Promoter Scores (NPS) scores.You will report to the Associate Manager of the Global Engagement Centre.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 AgreementsCIMA· Respond to members and students on general inquiries, exams, benefits of membership/registration, professional development, the CIMA qualification and issues regarding renewals via calls, emails, social media, and online chat· Provide support and assistance to prospective students to ensure that they have a clear understanding of the registration process and can access relevant resources to help prepare them for their exams promptly· Promote the benefits of the CIMA qualification and career opportunities associated with the qualification· Display ownership of issues that have been raised by members, students and prospective students and either independently or working with appropriate partnering teams to find the appropriate resolutionAICPA· 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 alternativesYou Have:· Bachelor’s/Associate’s degree/ A-level Education· Related experience including:o 1+ years of customer service or sales experienceo Previous work experience in a not-for-profit, Association, or NGO environmento Experience achieving set targets for individual performanceo Experience working with a CRM system· Experience applying written and verbal skills while servicing customers· Bring energy and compassion to your work.· Provide high quality, personalised service· Well spoken· Write quickly with good grammar and proofreadingHow We Support You:We provide flexibility to help you achieve a good work-life balance. You’ll be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from.We offer benefit options in and out of the workplace, including healthcare, retirement, paid time-off, parental leave, and an employee assistance program. We provide resources that support your mental health and evolve our offerings to meet your needs. We care about our employees’ welfare and focus our benefits package on the benefits which support your wellbeing. We also recognize that everyone has different priorities, so in addition to our core benefits to support your health we offer flexible options for you to choose benefits that are right for you, your family, and your lifestyle.We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.About Us:At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We are future-focused, empowering the world’s most accomplished accountants to stay relevant, meet today’s demands, and prepare for tomorrow’s challenges through quality education, resources, and training.Learn more about The Association on and our .#LI-Remote #GreatPlacetoWorkWe are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.Additional InformationEqual Employment OpportunityThe Association of International Certified Professional Accountants is committed to creating a diverse environment and is proud to be an equal opportunity and affirmative action employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected status. All qualified candidates are encouraged to apply.AssistanceIf you are an applicant with a disability who is unable to use our online tools to search and apply for jobs, please send an email to
Expected salary
Location
United Kingdom
Job date
Thu, 28 Mar 2024 04:58:43 GMT
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