Coordinator – Customer Services at Association of International Certified Professional Accountants

Represent CIMA as the first line of contact in all interactions with CIMA customers. Customers will include new students, existing students, members, employers, colleges, markers, supervisors, invigilators, and others.

Accountabilities & Responsibilities

• Respond to all calls and emails received.
• Clear Electronic Mail System (EMS) through Service Level Agreement (SA).
• Provide support to prospective customers via several multi-media channels.
• Keep current with any changes which may impact the customer.
• Demonstrate empathetic behavior throughout all customer interactions.
• Influence potential CIMA students and assist with the student acquisition targets regionally
• Maintain knowledge and understanding of CIMA and all internal departments but with a focused discipline within the prospective student area.
• Ensure that CIMA’s profile is enhanced through interaction with all customers and potential customers by ensuring that a high level of customer service is consistently delivered through all customer interactions.
• Ensure conversion of prospects becoming students by providing excellent service and information on a timely basis.
• Provide support and services to CIMA students on all queries.
• Manage and disseminate information to CIMA social media, such as Facebook & twitter.
• Display Association behaviours at all times.
• Update CRM via service request with all contacts according to procedures.
• Look for opportunities to improve either the service or the processes within CIMA and to be proactive about making recommendations for improvement.
• Assure 2 working days SLA(Service Level Agreement) to manage and respond to customer/prospect query.
• Responsible for responding to additional inboxes.
• Responsible for sending out written correspondence as requested.
• Manage relationship with prospects and existing students as required.
• Provide information on time with accuracy
• May perform the uploading of prospects on CARIS
• May coordinate and support CIMA examinations across the region to ensure the smooth functioning of the same.
• May act as Value Chain Lead for increasing exam activities across the region.
• May ensure exams are conducted in a timely manner and that bulk registrations are completed on time.
• Perform other relevant projects or tasks as required by Country Head.

Supervisory Responsibilities

• None

Desired Skills and Experience

Knowledge, Skills & Abilities Required

• Persuasive and influencing skills


• Excellent presentation skills


• Strong leadership skills – inspire and lead a team


• Problem-solving skills – develop and implement solution across CIMA’s team and third parties


• Able to deploy a range of communication skills – diplomacy, active listening and clear articulation


• Able to work under pressure and meet tight datelines


• Able to work independently as well as in a team


• High level of Initiative – a strong self-starter


• High work ethic and targets-oriented


• Good IT skills


• Excellent command in English


• Proficient in Microsoft Office applications

Required Experience, Qualifications & Education

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  • Diploma or Degree in Business Administrations, Marketing or equivalent field
  
  
  • At least one (1) year related working experience in educational institution or professional bodies
  
  
  • Experience working within college/university, offering support to perspective students within a customer focused organisation
  
  
  • Customer service experience within an inbound call/contact centre service environment
  
  
  • Positive attitude, clearly demonstrating a strong customer focus
  
  
  • Demonstrate an understanding of complaint processes and procedures
  
  
  
  

Preferred Experience, Qualifications & Education

• Commercial experience helpful; used to operating on the phone, with a track record of success in developing customer relationships


• Understanding of business and of non-profit organizations.

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