Customer Experience Associate

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🔥 19 hours ago

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ISC2

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1989

🔒 Cybersecurity

📚 Education

☁️ SaaS

Cybersecurity • Education • SaaS

ISC2 is a leading organization dedicated to advancing cybersecurity education and certification. They provide various programs for individuals at different stages of their cybersecurity careers, including certification exams, training resources, and leadership development opportunities. ISC2 also advocates for members and promotes diversity within the cybersecurity field by empowering professionals and communities.

📋 Description

• Provide a high-quality experience to our customer at all times, through multiple communication channels achieving designated KPI’s 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/inquires; extensions; etc. • Process payments for annual maintenance fees and diagnoses 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 inquires / requests to subject matter experts. • Carry out effective outreach to customers as required. • Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries. • Experience working with AI tools or a demonstrated willingness to learn. • Perform miscellaneous duties as assigned.

🎯 Requirements

• Must have excellent written and verbal communication skills in English. • Must have excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), internet and web applications/navigation • Ability to build an inclusive culture that encourages, supports and celebrates diversity; serve as a role model to promote DEI best practices. • Demonstrate passion for customer experience and has the ability to put the customer and candidate at the heart of all interactions. • Demonstrate effective organization skills and the ability to multitask. • Ability to work effectively in a group as well as independently with minimal supervision while maintaining a high level of quality. • Ability to assimilate knowledge and information relating to customership, exams and the products that we market, and communicate this clearly and with enthusiasm and energy to our customers. • Ability to interact in a cooperative and professional manner with others. • Demonstrate detail oriented and good follow-up skills. • Ability to problem solve in a timely manner. • Ability to handle confidential information with discretion. • Minimum 3 years of customer service experience in a call center environment, preferred. • CRM/database applications experience (i.e. Salesforce), a plus.