Customer Service Executive at Association of International Certified Professional Accountants

Job Description

Outbound Calling Campaigns (70%)

• Make outbound calls that sell, promote, influence and motivate customers as stated in campaign objectives.
• Encourage students to take exams; address their concerns, including any barriers and/or issues. Create in them a sense of urgency to have their exams completed.
• Drive value and generate revenue for the region though outbound calling campaigns: this includes subscriptions, exams, exam complete retention, leads conversion and upselling.
• Ensure that students are progressing through the qualification and become our members sooner rather than later.
• Address issues concerning subscriptions and paying for their renewal; provide advice concerning repercussions of letting membership lapse including associated penalties.
• Record outbound calling history and customer responses in detail and log service requests on CRM.
• Assist students with queries which emanate from the outbound calls, making the relevant referrals to Customer Services or other departments as needed to resolve.
• Convert prospects to new students to assist with new student acquisition targets for the region.

Customer Service (30%)

• Maintain and update the database and encourage customers to update their information correctly on the database to ensure data integrity.
• Providing leadership with feedback reports, analysis and trend identification monthly (or as needed).
• Learn and acquire the required and relevant product, systems and process knowledge to manage customer enquiries effectively and answer questions accurately.
• Assist with other Customer Services duties as required i.e. emails, in-bound calls, walk-ins.
• Provide support and services to existing students and members on all queries.
• Work with, engage and troubleshoot internally to find solutions for problems and issues experienced by students and members. Working with multiple internal stakeholders to ensure service delivery including IT, Accounts Receivable, Accounts Payable, Finance, Exemptions team, Membership team, Admissions, Country/Market Managers, Business Development Managers, Marketing.
• Review Membership Applications, and advise applicants of the requirements, advise on individualized revisions to ensure a successful assessment every time and thereby assisting the region with new members targets.
• Assist with providing Customer Services support at Events throughout the year: face-to-face, graduations, etc.
• Ensure quality of service in terms of email quality, turnaround time, logging enquiries on the CRM system, low secondary follow up emails on enquiries.
• Inform improvement strategies in Customer Services as it relates to the broader organization.
• Maintain an understanding of the business and all internal departments especially as it relates to queries received, and student admission and membership queries.
• Demonstrate  empathetic behavior throughout all customer interactions and ensure a high level of customer service is consistently delivered through every customer interaction.
• Work at Reception to provide coverage and relief as required.
• Other relevant responsibilities as required.

Knowledge, Skills & Abilities Required

• Excellent Communication skills, both written and oral are essential
• Excellent listening and questioning skills
• Ability to obtain, retain, and cascade down and across detailed information, adapting the method of communication depending on the audience
• Comprehensive understanding of the make-up, structure and function of the Organisational departments to expedite resolution of query
• Excellent follow up skills and ability to escalate to resolution.
• Has a strong work ethic, and is driven towards achieving results
• Ability to be self-directed, self-managed and take responsibility for the results and solutions in dealing with work.
• Customer Centricity is a must
• Demonstrate a passion for learning about new products and ensuring a fit of the right product according to customer needs
• Ability to develop a rapport with customers quickly and maintain it in the long term

Required Experience:

• Minimum of Matric or equivalent
• 2-years experience working in a high-pressure customer facing position in a complex organisation
• IT systems literate (including CRM programmes)

Preferred Experience:

• Direct Selling