International Information Systems Security Certification Consortium | Customer Experience Advisor (S

Overview Your Future. Secured. ISC2 is a force for good. As the world’s leading nonprofit member organization for cybersecurity professionals, our core values — Integrity, Advocacy, Commitment, Diversity, Equity & Inclusion, and Excellence — drive everything we do in support of our vision of a safe and secure cyber world. Our globally recognized, award-winning portfolio of certifications provides an independent and globally recognized endorsement of cybersecurity knowledge, skills, and experience for all career levels. Our charitable arm, the Center for Cyber Safety and Education, enables ISC2 and our members to serve the public by educating the most vulnerable about cyber risks and empowering access to enter and thrive in the cyber profession. Learn more at ISC2 online and connect with us on Twitter, Facebook, and LinkedIn. Position Summary The primary objective of the Customer Experience Advisor (CEA) is to project a professional image and provide excellent customer experience in all communications and interactions. This is a key role within the organization as you are the face and voice of our customers and our Human Brand. You are the front line of support for our customers answering their questions and inquiries to ensure satisfaction with our products and services, and (when applicable) actively promoting new services. This is not a conventional call center role with the focus on customer experience as opposed to handling time. With this in mind, the CEA must be passionate about customer experience and providing world-class service to our customers to achieve both individual and company objectives. Responsibilities Provide a high-quality experience to our customers at all times through multiple communication channels, achieving designated KPIs associated with the role. Actively promote products and services to our customers, explaining products and making recommendations based on customer-driven information. Actively seek opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty. Manage day-to-day contacts: Deliver accurate, professional, and timely support to customers during the examination and education registration process and strive to achieve first-time resolution on every contact. Resolve customer concerns through the case management system; create cases for each contact handled. Assist customers and candidates with items such as password resets, contact or profile change requests, “how-to” issues concerning website use, certification process and renewal related issues/inquiries, extensions, etc. Process payments for annual maintenance fees and diagnose payment errors. Register customers for seminars. Multitask through multiple web applications: Case Management System, Live Person Agent Desktop, and IntelliVUE, etc. Recognize, document, and inform the regional manager regarding trends in customer correspondence. Escalate complex inquiries/requests to subject matter experts. Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries. Perform miscellaneous duties as assigned. Behavioral Competencies Demonstrate and support the 5 Company Core Values: Integrity, Excellence, Unity, Accountability, Agility. Build an inclusive culture that encourages, supports, and celebrates diversity; serve as a role model to promote DEI best practices. Be passionate about customer experience and have the ability to put the customer and candidate at the heart of all interactions. Possess effective organization skills and the ability to multitask. Work effectively in a group as well as independently with minimal supervision while maintaining a high level of quality. Assimilate knowledge and information relating to customership, exams, and the products that we market, and communicate this clearly and with enthusiasm to our customers. Be self-motivated. Interact in a cooperative and professional manner with others. Be detail-oriented with good follow-up skills. Problem-solve in a timely manner. Handle confidential information with discretion. Qualifications Excellent written and verbal communication skills in English. Excellent PC skills including MS Office products (Word, Excel, PowerPoint, Outlook), internet, and web applications/navigation. CRM/database applications experience a plus (i.e., Salesforce). Physical and Mental Demands This is a remote position. Candidates must reside in Singapore. Work normal business hours, and occasional extended hours or overtime when necessary. Remain in a stationary position, often standing or sitting, for prolonged periods. Regular use of office equipment such as a computer/laptop and monitor computer screens. Education and Work Experience GCSE, High School diploma, GED, or regional equivalent. Minimum three (3) years of customer service experience preferably in a call center environment. Equal Employment Opportunity Statement All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic as protected by applicable law. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. #J-18808-Ljbffr