Customer Service Officer at ACCA

The Job

On a day to day basis, you’ll be involved in the following:

• Handle enquiries from walk-in customers, via phone, email and via all social media platforms
• Resolve customer problems/complaints or escalate when necessary
• Support all new applications, renewals and centre reviews to ensure compliance
• Feedback customer comments for service improvement
• Various projects as requested by the Regional Customer Services Manager
• Tracking of all customer service activities
• Report preparation
• Process paper form documents including exemption claims, exam entry forms, payments, practising certificates etc.
• Provide assistance to meet local sales target such as new students’ recruitment by planning outbound call campaigns to clear the pipeline
• Create and update all kinds of guideline for potential students, students and members
• Plan, coordinate and execute local new member conversion related sessions in order to meet the conversion targets
• Provide assistance to parts of events organized for students and members, including on-site support and some logistic work
• Provide support to CHQ on confirming information and translating necessary information for IR applicants
• Actively engage in post CSAT survey follow-up related activities to improve net promoter score values across all surveyed customer groups

The Person

We’re looking for someone who:

• Has a university degree and experience in customer facing environment
• Is proficient at English speaking, writing, listening and reading
• Has excellent written and spoken communication skills
• Is immediately available for work
• Is customer service orientated
• Is highly ethical, accountable and responsible with the right attitude
• Is good at PowerPoint, Excel and Word
• Demonstrates pro-activeness and problem solving ability