Customer Service & Sales Representative

AICPA; Petaling Jaya; On-site; MYR 36,000 - 60,000; Full time

Job summary

AICPA is looking for a customer service representative to enhance member satisfaction through effective communication and support. The role demands navigating multiple systems to manage inquiries and upselling services. Candidates should have significant experience in customer support, sales, and CRM systems.

Benefits

Healthcare benefits

Retirement plans

Paid time-off

Parental leave

Employee assistance program

Flexible benefits options

Learning and development opportunities

Qualifications

• 6+ years of related experience including 1+ years of customer service or sales experience.
• Experience achieving set targets for performance.
• Experience working with a CRM system and online chat.

Responsibilities

• Handle inquiries through phone, email, chat, and social media.
• Achieve qualitative and quantitative performance targets.
• Upsell and cross-sell membership and products.

Skills

Customer service

Sales

CRM system

Problem resolution

Communication

Education

High school diploma or equivalent

Job description

About the Role:

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:

• Identify and report issues that could negatively affect our member/customer experience
• Achieve qualitative and quantitative targets for individual performance
• Upsell/cross sell by engaging customers in a discussion about membership, products and services suitable to their needs through both inbound and outbound campaigns
• Remain knowledgeable about memberships and products while working to become subject matter experts in important areas
• Collaborate with team members to share knowledge, identify efficiencies and achieve Service Level Agreements
• Communicate relevant information on policies, member benefits, products, services, and industry developments through inbound/outbound phone, email, chat, and social media channels.
• Navigate multiple systems to grant access and manage membership requests, product orders, event registrations, account adjustments, and other requests
• Identify customers' needs and anticipate obstacles by clarifying information, researching issues and providing the easiest 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 work experience in a not-for-profit, Association, or NGO environment
• Resolution experience
• Online chat experience

How We Support You:

We provide flexibility to help you achieve a good work-life balance. You'll be part of a global, diverse team who foster an environment of inclusion and belonging where you are valued for who you are and where you come from.

We offer benefit options in and out of the workplace, including healthcare, retirement, paid time-off, parental leave, an employee assistance program. We provide resources that support your mental health, and evolve our offerings to meet your needs. We care about our employees' welfare and focus our benefits package on the benefits which support your wellbeing. We also recognise that everyone has different priorities, so in addition to our core benefits to support your health we offer flexible options for you to choose benefits that are right for you, your family and your lifestyle.

We believe in non-stop learning and are committed to investing in learning opportunities that help you reach your full potential and support your continued development.

About Us:

At The Association, a Great Place to Work-Certified company, we are transforming the accounting and finance profession. We are future-focused, empowering the world's most accomplished accountants to stay relevant, meet today's demands, and prepare for tomorrow's challenges through quality education, resources, and training.

Learn more about The Association on LinkedIn and our Career Site.

#LI-Hybrid #GreatPlacetoWork

We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.

This role will start in July 2025, if you're interested, we encourage you to apply as soon as possible, as we may amend or withdraw our jobs at any time, and reserve the right to do so.

Additional Information