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Service and Engagement Associate

3 weeks ago

Singapore INTERNATIONAL BACCALAUREATE ORGANIZATION (SINGAPORE BRANCH) Full time

The role of the Service & Engagement 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 that aimed at reducing customer effort and enhancing the overall experience.

**Responsibilities**:

- Provide information service on the broad range of the IB’s products, services and systems.
- Provide clear, timely and accurate information.
- Deal with critical situations, such as examination emergencies.
- Report trends and issues affecting customers.
- Communicates the IB’s policies and procedures to external customers.
- Develop a good understanding of the IB’s products and services, including PYP, MYP, DP, CP, Professional Development and school authorization.
- Provides support on a broad range of the IB’s systems, including IBIS, ECoursework, Regis, Cvent, My School, MY IB, OCC, WRC, Programme Resource Centre, public website.
- 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.
- Seek opportunities to improve customer experiences through raising insights or trends.
- Make recommendations for service improvements.

**Requirements**:

- Degree holder with customer service experience will be advantageous.
- Excellent spoken & written communication skills.
- Able to work weekends and public holidays as required.
- Proven customer support experience.
- Effective call handling and active listening skills.
- Have, or be able to develop, a sound understanding of a broad range of the IB’s products, services and systems.
- Ability to multi-task, prioritize, and manage time effectively.