Customer Experience Associate

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

📋 Description

• Deliver an exceptional experience to our customers at all times through various communication channels, achieving the key performance indicators (KPIs) associated with the role.

• Proactively promote products and services to our clients, providing explanations and recommendations based on customer-driven insights.

• Continuously seek opportunities to streamline customer interactions and reduce friction, enhancing customer satisfaction and fostering loyalty.

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

• Address customer inquiries through the case management system, creating cases for each handled contact.

• Assist customers and candidates with requests such as password resets, profile changes, website navigation issues, certification processes, renewal inquiries, extensions, and more.

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

• Register customers for seminars.

• Manage multiple web applications simultaneously, including the Case Management System, Live Person Agent Desktop, and IntelliVUE.

• Identify, document, and inform the regional manager of trends in customer correspondence.

• Escalate complex inquiries and requests to subject matter experts as necessary.

• Conduct effective outreach to customers as required.

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

• Have experience with AI tools or show a strong willingness to learn.

• Perform other miscellaneous duties as assigned.

⛳️ Requirements

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

• Proficient PC skills, including familiarity with MS Office products (Word, Excel, PowerPoint, Outlook), internet usage, and web navigation.

• Ability to foster an inclusive culture that encourages, supports, and celebrates diversity, serving as a role model for best practices in diversity, equity, and inclusion (DEI).

• A strong passion for customer experience, with the ability to prioritize the needs of customers and candidates in all interactions.

• Proven organizational skills and the capability to multitask effectively.

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

• Capacity to assimilate knowledge about customers, exams, and marketed products, and communicate this information clearly with enthusiasm and energy.

• Ability to interact in a cooperative and professional manner with colleagues and customers.

• Detail-oriented with strong follow-up skills.

• Ability to solve problems promptly and efficiently.

• Capability to handle confidential information with discretion.

• At least 3 years of customer service experience in a call center environment is preferred.

• Experience with CRM/database applications (e.g., Salesforce) is a plus.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• Comprehensive health and wellness benefits.

• Flexible work arrangements and work-life balance initiatives.

• Supportive and inclusive work environment.