Global Member Services Advisor (Hybrid)

The Chartered Institute Of Management Accountants; Selangor; Hybride; MYR 41 000 - 51 000; Plein temps

Avantages offerts par ce poste

Healthcare

Retirement plan

Annual leave

Employee assistance program

Résumé du poste

The Chartered Institute of Management Accountants (CIMA) Malaysia office in Petaling Jaya, Selangor is seeking a Contact Centre Advisor to support members, students, prospects, and customers across phone, email, chat and other service channels. You will report to the Associate Director - Global Engagement Centre and work a hybrid pattern with UK-hours.

Join a collaborative team focused on delivering clear, helpful and high-quality service, with opportunities to grow within the Global Engagement

Qualifications

• Relevant work experience and a degree-level qualification. Equivalent combinations of education and experience are welcome.
• 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.
• Experience within a professional association, membership organisation, educational institution, or credentialing body is beneficial but not essential.

Responsabilités

• Support inbound, outbound, chat, email, social, technical, membership, 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.

Connaissances

Multichannel support

Customer service

Communication

Data-driven

Formation

Degree-level qualification

Outils

CRM systems

Description du poste

The Chartered Institute of Management Accountants (CIMA) Malaysia office in Petaling Jaya, Selangor is seeking a Contact Centre Advisor to support members, students, prospects, and customers across phone, email, chat and other service channels. You will report to the Associate Director - Global Engagement Centre and work a hybrid pattern with UK-hours.

Join a collaborative team focused on delivering clear, helpful and high-quality service, with opportunities to grow within the Global Engagement