Location: Montreal, Quebec
Duration: Permanent
Salary: Competitive, plus benefits
Hours: 35 hours per week, full time
About the role
Reports to: Customer Services Team Manager
Job purpose: To utilise your expertise in the Foundation’s products and services, particularly the Standards Navigators, to support customers to get the most out of our products and to encourage customer loyalty.
Key Responsibilities
Inbound enquiries
- Being an expert in the products and services of the Foundation, particularly the Standards Navigators.
- Proactively supporting customers and subscribers, dealing with a range of in-bound enquiries by email, phone, chat, social media and occasionally in-person.
- Identify customer needs and provide appropriate solutions.
- Explaining features, clarifying operating instructions and providing troubleshooting advice to customer and subscribers.
- Assisting customers to make the choice of which of our products and services are right for their needs.
- Document customer interactions and feedback in the CRM system.
Customer and subscriber outreach
- Following up with customers or subscribers to ensure a satisfactory resolution to their enquiry.
- Proactively engage with subscribers to ensure they are utilising the full benefit of their subscription and the Standards Navigator.
- Gather customer and subscriber feedback on the Foundation’s products and services and report back to help the Foundation understand user needs, preferences and expectations.
Order processing
- Staying up to date on product features, policies and procedures.
- Processing orders and payments by email or phone and arranging despatch of orders.
- Liaising with the Finance Team and our bank to ensure the smooth processing of all orders.
- Assisting with month-end reporting.
- Arranging shipments for key customers, writing instructions and liaising with external parties.
Other Responsibilities
- Supporting other team members with tasks and sharing best practices.
- Updating the database of frequent questions or issues to maintain FAQs guide.
- Escalate complex or urgent issues to the Customer Service Team Manager.
- Working on ad-hoc projects, as necessary.
Skills and attributes
- Excellent spoken and written communication skills and in particular the ability to write clearly and concisely.
- Customer orientated with an empathic attitude.
- Ability to work without close guidance, but also have the confidence to seek advice and guidance when required.
- Self-starter with the ability to use own initiative and to work / make decisions autonomously.
- Speed of response and accuracy are key alongside a high level of attention to detail.
- Ability to handle multiple tasks and priorities effectively.
- A motivated and customer-focussed team-player who enjoys working closely and collaboratively with others both in person and remotely.
- Positive and responsive attitude to problem-solving.
- High degree of integrity and professionalism; ability to remain composed under pressure.
- Ability to plan, organise and prioritise work and time effectively and adapt to changing priorities.
- Ability to listen to others, follow instructions and respond positively to constructive feedback.
- In interest in digital technology and services would be advantageous.
Experience
- Previous experience working with a global customer base.
- Previous customer support experience in a contact centre environment.
- Working knowledge of CRM databases (especially Salesforce).
- Working knowledge of Microsoft Office (especially Excel).
- Previous experience working in an environment where speed of response and accuracy are of the essence.
- 2nd language skills would be highly advantageous.
To apply
Please send a detailed CV/résumé to recruitment@ifrs.org. Please include the following information or your application may not be considered:
- the job title/position you are interested in and the location of the job (in the subject line of your email); and
- covering email/letter detailing how you meet the specified role requirements and your salary expectations.
Closing date: 31 January 2024
Interviews are held via video conference as part of our standard international recruitment process.
Due to the number of responses, we receive, we are unable to respond individually to each application. If you do not hear from us within four weeks of the closing date you may assume that your application has been unsuccessful.
