Customer Service Associate (Fixed Term)
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 championing customers internally by reporting trends and issues. The role makes recommendations to reduce customer effort and improve the overall experience. It is fixed term until June 2027 and offered on local terms and conditions, at will. The role provides information about the IB’s products, services, and systems; responds to customer concerns and complaints; communicates policies and procedures; and helps manage critical situations such as examination emergencies. The associate builds relationships with external customers and works with internal stakeholders and other teams to resolve inquiries promptly. They follow the Customer Service Operations Framework, handle escalations when appropriate, and identify opportunities for service improvements.
Requirements
- 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 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.
Responsibilities
- Provide information about the IB’s products, services, and systems, ensuring it is clear, timely, and accurate.
- Handle complaints received by telephone and customer concerns professionally.
- Communicate the IB’s policies and procedures.
- Deal with critical situations, including examination emergencies.
- Build sustainable relationships with external customers through open and interactive communication.
- Liaise with internal stakeholders and other teams across divisions to resolve customer inquiries and issues promptly.
- Refer inquiries to the appropriate escalation point when necessary.
- Adhere to the Customer Service Operations Framework.
- Cooperate with other teams to improve resolution times.
- Identify and raise customer insights and trends, and recommend service improvements.
- Listen actively to stakeholders, use appropriate resources to resolve queries, and de-escalate situations involving dissatisfied customers.
- Guide callers through troubleshooting, navigating the company site, or using products and services.
- Help identify opportunities for improvement.
Benefits
- Medical, dental, and vision coverage.
- Voluntary benefits, including pet insurance and FSA.
- Annual leave plus 14 public holidays.
- Retirement 401(k) plan with 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
