Customer Service Associate
About The Position
The Customer Service Associate provides professional service to members of the IB Community by managing inquiries, identifying and assessing customer needs, and advocating for customers internally. The role reports trends and issues and recommends improvements to reduce customer effort and enhance the overall experience. The associate provides information about the IB’s products, services, and systems; responds clearly, accurately, and promptly; handles telephone complaints and critical situations such as examination emergencies; and communicates IB policies and procedures. The role builds relationships with external customers, works with internal stakeholders and other teams to resolve inquiries, and escalates cases when needed. It also involves following the Customer Service Operations Framework, actively listening, troubleshooting, de-escalating dissatisfied customers, and identifying service improvements. The position is offered on local terms and conditions and is at will.
Requirements
- Educated to degree level.
- Proven customer support experience.
- Excellent communication skills and the ability to engage customers and colleagues.
- Ability to multitask, prioritize, and manage time effectively.
- Familiarity with CRM systems.
- Fluent in English and native-level fluency in French or Spanish, in accordance with business requirements.
- Effective call-handling and active-listening skills.
- Have or be able to develop a sound understanding of a broad range of the IB’s products, services, and systems.
Responsibilities
- Provide information about the IB’s products, services, and systems, delivering clear, timely, and accurate responses.
- Handle complaints received by telephone and deal with critical situations such as examination emergencies.
- Communicate the IB’s policies and procedures.
- Build sustainable relationships with external customers through open and interactive communication.
- Liaise with internal stakeholders and other teams across the organization to resolve customer issues and inquiries promptly.
- Handle customer concerns professionally and refer inquiries to the appropriate escalation point when necessary.
- Adhere to the Customer Service Operations Framework.
- Listen actively to confirm appropriate resolutions, use relevant resources, troubleshoot, and guide callers through the company site or its products and services.
- De-escalate situations involving dissatisfied customers by offering patience, assistance, and support.
- Identify customer trends and improvement opportunities, share insights, and recommend service improvements.
Benefits
- Medical, dental, and vision coverage.
- Voluntary benefits, including pet insurance and a flexible spending account.
- Annual leave and 14 public holidays.
- Retirement 401(k) plan with a 10% contribution.
- Paid parental leave.
- Life assurance equal to four times annual salary.
- Employee Assistance Program.
- Continuous professional development.
- Health and wellness schemes.
- Flexible work arrangements.
- Additional IB-sponsored perks.
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What This Job Offers
Job Type
Full-time
