Coordinator - Customer Services (Zambia)

• 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.

• None

• 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

• 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.