The role of the Customer Service Associate is to provide a professional service to members of the IB Community, managing inquiries, identifying, and assessing customer needs. To champion the customer internally by reporting trends and issues. To make recommendations for improvements aimed at reducing customer effort and enhancing the overall experience. This role is Fixed Term until June 2027.
Customer Support
- Provide an information service on the broad range of the IB’s products, services and systems;
- Provide clear, timely, and accurate information;
- Handle complaints received via telephone;
- Communicate the IB’s policies and procedures;
- Deal with critical situations, such as examination emergencies
Relationship Management
- Build sustainable relationships with external customers through open and interactive communication;
- Liaise with internal stakeholders enterprise-wide, to ensure the timely resolution of customer issues and inquiries
Coordination
- Handle customer concerns in a professional manner;
- If necessary, ensure that inquiries are referred to the appropriate escalation point
Customer Satisfaction
- Handle customer concerns in a professional manner;
- If necessary, ensure that inquiries are referred to the appropriate escalation point
Administration
- Adhere to Customer Service Operations Framework
Teamwork & Cooperation
- Liaise and cooperate with other teams to resolve issues and improve resolution times;
- Work cross-divisionally to ensure the resolution of customer inquiries.
Continuous Improvement
- Seek opportunities to improve customer experiences through raising insights or trends;
- Make recommendations for service improvements.
Problem Solving and Decision-Making
- Actively listening to stakeholder to confirm the appropriate resolution is offered. Utilize proper resources to ensure queries and resolved promptly. De-escalate situations involving dissatisfied customers, offering patience assistance and support. Guide callers through troubleshooting, navigating the company site or using the products or services. Help identify improvement opportunities.
- 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 with the ability to engage customers and colleagues
- Ability to multi-task, prioritize, and manage time effectively
- Familiar with CRM systems
- Fluent in English with native-level fluency in French or Spanish (in accordance with business requirements)
- Effective call handling and active listening skills
In addition to your salary, we offer an attractive range of benefits including:
- Medical, Dental and Vision Coverage
- Voluntary Benefits, Pet Insurance, FSA, etc.
- Annual Leave, plus 14 Public holidays
- Retirement 401k Plan, 10% contribution
- Paid Parental Leave
- Life assurance 4x annual salary
- Employee Assistance Program
- Excellent continuous professional development
- Health and wellness schemes
- Flexible work arrangements
- Additional IB sponsored perks
Opportunity & Belonging We are committed to building a working environment that values respect, diversity, and compassion. The International Baccalaureate is proud to be an equal opportunities employer, and we welcome applications from all qualified applicants. As a global employer, we adhere to all relevant employment legislation in the countries in which we operate, and we’re happy to provide any reasonable support or adjustments as needed to ensure applicants can fully participate in our recruitment process. This job is offered on local terms and conditions and is at will.