Associate Advisor - GEC ( Customer Service)

Associate Advisor - GEC (Customer Service)

You will be the face of AICPA & CIMA by focusing on the needs of members, students, candidates, and prospects. Handle inquiries through inbound/outbound phone calls, email, chat, and social media channels, which contribute to customer satisfaction survey results and Net Promoter Scores (NPS) scores. You will report to a GEC Associate Manager. You will be based on site and work 9am to 5pm, UK time.

You Will:

1. Identify and report issues that could negatively affect our member/customer experience
2. Achieve qualitative and quantitative targets for individual performance
3. Upsell/cross sell by engaging customers in discussions about membership, products, and services suitable to their needs through both inbound and outbound campaigns
4. Remain knowledgeable about memberships and products while working to become subject matter experts in important areas
5. Collaborate with team members to share knowledge, identify efficiencies, and achieve Service Level Agreements
6. Communicate relevant information on policies, member benefits, products, services, and industry developments through various channels
7. Navigate multiple systems to manage membership requests, product orders, event registrations, account adjustments, and other requests
8. Identify customers' needs and anticipate obstacles by clarifying information, researching issues, and providing simple solutions or alternatives

You Have:

• High school diploma or equivalent
• 6+ years' related experience, including:
• 1+ years of customer service or sales experience
• Experience achieving set targets for individual performance
• Experience working with a CRM system
• Previous experience in a not-for-profit, association, or NGO environment (a plus)
• Online chat experience

How We Support You:

We offer flexibility to help you achieve a good work-life balance. You'll be part of a diverse, global team that fosters an inclusive environment where you are valued for who you are and where you come from. Our benefits include healthcare, retirement plans, paid time off, parental leave, employee assistance programs, and resources supporting mental health. We also provide flexible options to tailor benefits to your needs.

We are committed to continuous learning and investing in opportunities that help you reach your full potential and support your development.

About Us:

At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We focus on empowering accountants through quality education, resources, and training to meet current and future challenges.

Learn more about us on LinkedIn and our Career Site.

We are an equal opportunity employer and value diversity in our workforce.

This role starts in May 2025. If interested, we encourage you to apply early, as we may amend or withdraw this job posting at any time.

How do your skills match this job?

Sign in and update your profile to get insights. Your application will include questions about your right to work in Malaysia, expected salary, qualifications, experience, and familiarity with CRM systems.

The Chartered Institute of Management Accountants (CIMA), founded in 1919, is a leading professional body of management accountants with over 232,000 members and students worldwide. In partnership with AICPA, we aim to be the most influential professional accounting body globally. Our Malaysia office is based in Petaling Jaya, Selangor, and we are seeking a motivated individual to join our team.

To learn more about CIMA, visit: www.cimaglobal.com