Customer Relations Coord. (French Speaking)

The Institute of Internal Auditors Inc • Lake Mary, FL

1d • Hybrid

About The Position

Provides expert customer service and administrative support to association members and non-members. This position is primarily responsible for answering phone calls that are received on The IIA’s main contact line. This individual will monitor key metrics as defined by their supervisor and identify areas of improvement for department processes. This role will work directly with internal departments to complete requests and other administrative duties as required.

Essential Duties and Responsibilities:

Provide exceptional and efficient customer service to our global membership and non-members.
Support requests from native French-speaking members as well as English-speaking members.
Respond to support tickets, e-mails, chats, and other requests as needed.
Understanding the policy and processes behind IIA business units.
Partner with internal departments as necessary to resolve requests in a timely and professional manner.
Escalate to team leads, senior agents, or supervisors as needed.
Identify themes and trends based on patterns or noticeable rises in support queues.
Performs other functions and special projects as assigned by management.

Requirements

• Must speak fluent French
• High School Diploma or equivalent
• At least 3 years’ experience providing technical or customer support via phone
• Demonstrated advanced ability to build and maintain team relationships while providing excellent customer service

Nice To Haves

• Medium volume call center experience preferred
• Experience with Customer Relationship Management (CRM) is highly desired but not mandatory.
• Experience with Microsoft Dynamics 365 is also a favorable skill.

Responsibilities

• Provide exceptional and efficient customer service to our global membership and non-members.
• Support requests from native French-speaking members as well as English-speaking members.
• Respond to support tickets, e-mails, chats, and other requests as needed.
• Understanding the policy and processes behind IIA business units.
• Partner with internal departments as necessary to resolve requests in a timely and professional manner.
• Escalate to team leads, senior agents, or supervisors as needed.
• Identify themes and trends based on patterns or noticeable rises in support queues.
• Performs other functions and special projects as assigned by management.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees