Service and Engagement Associate

International Baccalaureate

Date posted: 02-15-19

Job description

Service and Engagement Associate

Bethesda, Maryland

Looking to work with internationally minded professionals that share the same sense of purpose and passion of improving the world through education? If so, then the International Baccalaureate® (IB) may have the ideal opportunity for you!

Job Purpose:

We are currently seeking a Service and Engagement Associate to join the IB World Schools department to offer frontline customer support and represent the organization, often as the first point of contact. Someone who can manage inquiries, identify and assess customer needs, report on trends and issues and make recommendations for how to enhance and improve the customer experience on a global scale. A person who is passionate about delivering the best possible customer experience with every interaction, whether by phone or email.

Job Duties:

  • Understand customer needs and priorities
  • Build sustainable relationships with external customers through open and interactive communication
  • Provide warm, professional and empathetic customer service
  • Support critical periods such as examination sessions and associated emergencies
  • Seek opportunities to improve customer experiences through insights or trends
  • Champion the customer internally to improve overall customer experience
  • Operate in a dynamic, multi-cultural, cross-functional environment

Job Requirements:

  • Educated to degree level
  • Must be fluent in English with native-level fluency in French (preferred) or Spanish (in accordance with business requirements)
  • Have, or be able to develop, a sound understanding of a broad range of the IB’s products, services and systems
  • Proven customer support experience
  • Effective call handling and active listening skills
  • Excellent communication skills with the ability to engage customers and colleagues
  • Ability to multi-task, prioritise, and manage time effectively
  • Familiarity with CRM systems
  • Deal with complaints and whistleblowing disclosures received via telephone
  • Able to work weekends and public holidays as required

About the IB:

The IB is a leading global not-for-profit educational organization that offers curriculum and assessment to almost 5,000 schools worldwide to children aged 3-19, as well as comprehensive professional development to support schools and educators. Our educational programs encourage students across the world to be active, compassionate, and lifelong learners who understand that other people, with their differences, can also be right.

We are seeking talented individuals who thrive in a global and dynamic environment with amazing benefits and opportunities for career growth and development. This is the place where your ideas are welcome and global perspectives are encouraged. Be a part of an organization that wants to make the world a better place. Apply now!

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