Customer Experience Associate I
About The Position
The Customer Experience Associate I is an important first-line contact for ISACA’s customers, members, partners, and volunteers. As part of ISACA’s Customer Experience Center, you will serve as the voice of the customer to the rest of the organization to ensure that we are working to provide the best possible experiences for our customers. The Customer Experience Associate is responsible for answering questions and resolving issues via phone, live chat, and web requests in support of pre-defined KPIs. This position is focused on quality and attention to detail and requires the ability to multi-task. This role will handle a mix of complex inbound calls, web requests, and chats following a formal schedule to ensure availability for our global customer base. They will also be responsible for continuously evaluating and identifying opportunities to drive process improvements that positively impact the customer experience and align to the goals and objectives of ISACA. The Customer Experience Associate will work collaboratively with internal and external business partners to provide solutions, bring issues to closure, and go the extra mile to ensure an incredible customer experience.
Requirements
- High school diploma or equivalent required
- 1+ years of relevant experience
- Customer support/customer service experience
Nice To Haves
- Associates Degree in Business, Information Technology, or related discipline from an accredited institution or current enrollment in Bachelor's program.
- 3+ years of relevant experience
- Global experience
- Professional Association/volunteer engagement
- Membership
- Multilingual
- Non-Profit experience
- Information Technology experience
- Cybersecurity experience
Responsibilities
- Support customers by responding to and resolving inquiries via phone, live chat, and web requests
- Identify and suggest process improvements or changes that will improve the customer experience
- Serve as the customer advocate and voice of the customer throughout the organization
Benefits
- ISACA Career Opportunities and Benefits
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
