Global Engagement Advisor - Hybrid UK Hours

Association of International Certified Professional Accountants; Petaling Jaya; Hybrid; MYR 45,000 - 55,000; Full time

Job summary

The Association of International Certified Professional Accountants is hiring a Contact Centre Advisor for its Global Engagement Center. You will support members, students, prospects and customers across phone, email, chat, and other channels, with a focus on clear, helpful service and quality outcomes.

You will work UK hours in a hybrid setup, report to the Associate Director, and have opportunities to develop professionally while contributing to the future of accounting and finance.

Qualifications

• Relevant work experience and a degree-level qualification.
• Experience working within a multi-channel customer engagement environment.
• Experience meeting quality, service, productivity, sales, revenue, or customer satisfaction goals.
• Experience using customer service, contact centre, or case management systems.

Responsibilities

• Support inbound, outbound, chat, email, social, or student service activities as assigned.
• Deliver professional responses and resolve member, student, prospect, or customer needs.
• Monitor service levels, quality, productivity, revenue, retention, progression, and customer experience measures.
• Help team members across channels and priorities where applicable.
• Partner with other teams to improve end-to-end customer journeys.
• Maintain accurate customer, membership, application, case, knowledge, or technical records in approved systems.
• Support campaigns and programs that improve retention, conversion, engagement, product awareness, and member value.
• Use data, feedback, technology, and process improvement to strengthen service efficiency and experience.

Job description

The Association of International Certified Professional Accountants is hiring a Contact Centre Advisor for its Global Engagement Center. You will support members, students, prospects and customers across phone, email, chat, and other channels, with a focus on clear, helpful service and quality outcomes.

You will work UK hours in a hybrid setup, report to the Associate Director, and have opportunities to develop professionally while contributing to the future of accounting and finance.