Customer Experience Associate

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Deliver an exceptional experience to our customers consistently across various communication channels while achieving the specified KPIs related to the role.

• Proactively promote our products and services to customers, providing detailed explanations and making recommendations based on customer feedback.

• Continuously identify opportunities to minimize customer effort and enhance satisfaction, thereby fostering loyalty.

• Oversee daily interactions by providing accurate, professional, and timely support to customers during the examination and education registration processes, aiming for first-contact resolution.

• Address customer issues through the case management system, creating cases for each interaction managed.

• Assist customers and candidates with tasks such as password resets, contact or profile change requests, website usage queries, certification process and renewal inquiries, extensions, and more.

• Process payments for annual maintenance fees and rectify any payment discrepancies.

• Register customers for seminars.

• Navigate multiple web applications including Case Management System, Live Person Agent Desktop, and IntelliVUE while multitasking effectively.

• Identify, document, and communicate trends in customer correspondence to the regional manager.

• Escalate complex inquiries or requests to subject matter experts.

• Conduct effective outreach to customers as needed.

• Support the CPE Auditor with straightforward audits and input mass continuing professional education (CPE) credits.

• Execute various other duties as assigned.

⛳️ Requirements

• A High School diploma, GED, or regional equivalent is required.

• A minimum of 3 years of customer service experience is preferred, especially in a call center setting.

• Superior written and verbal communication skills in English are essential.

• Strong PC skills are required, including proficiency in MS Office products (Word, Excel, PowerPoint, Outlook) and familiarity with internet and web applications/navigation.

• Capability to cultivate an inclusive culture that supports and celebrates diversity.

• A demonstrated passion for customer experience with the ability to prioritize customers and candidates in all interactions.

• Effective organizational skills and the ability to manage multiple tasks simultaneously.

• Ability to work both collaboratively in a team environment and independently with minimal supervision while maintaining high quality.

• Capacity to assimilate knowledge about our customers, exams, and marketed products, and convey this information clearly and enthusiastically.

• Ability to engage with others in a professional and cooperative manner.

• Exceptional attention to detail and follow-up skills.

• Proficiency in timely problem-solving.

• Ability to handle confidential information discreetly.

• Experience with AI tools or a demonstrated eagerness to learn.

🏝️ Benefits

• Comprehensive benefits package.