Customer Service Associate

About the Role

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

Key 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.

Problem Solving and Decision-Making

• Actively listen to stakeholders to confirm the appropriate resolution is offered.
• Utilize proper resources to ensure queries are resolved promptly.
• De-escalate situations involving dissatisfied customers, offering patience, assistance, and support.
• Guide callers through troubleshooting, navigating the company site, or using products or services.
• Help identify improvement opportunities.

Qualifications

• 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.