Represent CIMA as the first line of contact in all interactions with CIMA customers. Customers will include new students, existing students, members, employers, colleges, markers, supervisors, invigilators, and others.
Accountabilities & Responsibilities
Respond to all calls and emails received.
Clear Electronic Mail System (EMS) through Service Level Agreement (SA).
Provide support to prospective customers via several multi-media channels.
Keep current with any changes which may impact the customer.
Demonstrate empathetic behavior throughout all customer interactions.
Influence potential CIMA students and assist with the student acquisition targets regionally
Maintain knowledge and understanding of CIMA and all internal departments but with a focused discipline within the prospective student area.
Ensure that CIMA’s profile is enhanced through interaction with all customers and potential customers by ensuring that a high level of customer service is consistently delivered through all customer interactions.
Ensure conversion of prospects becoming students by providing excellent service and information on a timely basis.
Provide support and services to CIMA students on all queries.
Manage and disseminate information to CIMA social media, such as Facebook & twitter.
Display Association behaviours at all times.
Update CRM via service request with all contacts according to procedures.
Look for opportunities to improve either the service or the processes within CIMA and to be proactive about making recommendations for improvement.
Assure 2 working days SLA(Service Level Agreement) to manage and respond to customer/prospect query.
Responsible for responding to additional inboxes.
Responsible for sending out written correspondence as requested.
Manage relationship with prospects and existing students as required.
Provide information on time with accuracy
May perform the uploading of prospects on CARIS
May coordinate and support CIMA examinations across the region to ensure the smooth functioning of the same.
May act as Value Chain Lead for increasing exam activities across the region.
May ensure exams are conducted in a timely manner and that bulk registrations are completed on time.
Perform other relevant projects or tasks as required by Country Head.
Knowledge, Skills & Abilities Required
Persuasive and influencing skills
Excellent presentation skills
Strong leadership skills - inspire and lead a team
Problem-solving skills - develop and implement solution across CIMA’s team and third parties
Able to deploy a range of communication skills - diplomacy, active listening and clear articulation
Able to work under pressure and meet tight datelines
Able to work independently as well as in a team
High level of Initiative – a strong self-starter
High work ethic and targets-oriented
Good IT skills
Excellent command in English
Proficient in Microsoft Office applications
Required Experience, Qualifications & Education
Diploma or Degree in Business Administrations, Marketing or equivalent field
At least one (1) year related working experience in educational institution or professional bodies
Experience working within college/university, offering support to perspective students within a customer focused organisation
Customer service experience within an inbound call/contact centre service environment
Positive attitude, clearly demonstrating a strong customer focus
Demonstrate an understanding of complaint processes and procedures
Preferred Experience, Qualifications & Education
Commercial experience helpful; used to operating on the phone, with a track record of success in developing customer relationships
Understanding of business and of non-profit organizations.