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Customer Services Advisor

Member Service/Support
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Accountabilities and responsibilities
  • To achieve an allocated target of contacts per day via email and inbound/outbound calls.
  • To meet or exceed the target set for Quality (Calls & Emails)
  • To ensure that you meet the target set for logging contacts.
  • Provide advice and guidance on how best to progress through the CIMA exams.
  • Responsible for encouraging members and students to remain with CIMA and to also contribute to working on their retention.
  • To contribute to our member growth by offering advice and guidance to students on the requirements for CIMA membership. This will include reminding them to submit their practical experience requirements as soon as they reach the strategic level, or have completed all of their exams.
  • To support and contribute to Europe KPI’s.
  • To be proactive and make suggestions for improving service or processes within CIMA.
  • To demonstrate a high level of customer service, when dealing with all customers, but particularly those customers for whom English is not their first language and where additional time and patience would be a key requirement.
  • To be a team player, working to share information and assist colleagues as and when required and to assist in improving the overall performance of both themselves and their team.
  • Responsible for sending out written correspondence as requested i.e. letters of good standard, transcript requests etc.
  • Provide first contact resolution of each new query where possible.
  • To have a high understanding of CIMA and all internal departments, but with a focused discipline within the student arena.
  • To assist in CRM Testing & face to face membership application sessions.
  • Required to contribute to the progression targets via set exam campaigns in order to increase exam participation.
  • To ensure that CIMA’s profile is enhanced through all customer interactions by ensuring that a high level of professionalism and customer service is consistently delivered to our customers.
  • Keep abreast and up to date with any changes which may impact the customer.
  • Ensure a consistent level of excellent and empathetic service is delivered in each customer interaction.
Key skills and abilities
  • Excellent communication skills, both written and oral.
  • Excellent listening and questioning skills.
  • Ability to obtain, retain and cascade down and across high levels of detailed information, adapting the method of communication depending on the audience.
  • Comprehensive understanding of CIMA.
  • Have a strong work ethic, hardworking and be able to work towards stretching targets, with the ability to multi task.
  • IT literate.
  • Ability to take responsibility for own actions, whilst seeking to obtain suitable resolutions where applicable.
  • Has a strong understanding of business and understands the workings of a not for profit organisation.
Qualifications and experience
  • Degree educated – desirable, or relevant work experience.
  • Experience of working within a customer focused organisation, within an inbound and outbound call/contact centre environment.
  • Sustained experience of working within a college/university in a customer facing role offering study support services.
  • Ability to demonstrating an empathetic service to customer needs, whilst having a can do attitude.
  • Commercial experience helpful; used to operating on the phone, with a proven track record of success in developing customer relationships.

Equal Employment Opportunity

The Association of International Certified Professional Accountants is committed to creating a diverse environment and is proud to be an equal opportunity and affirmative action employer. All employment decisions are based on business needs without regard to race, color, ethnicity, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected status. All qualified candidates are encouraged to apply.

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