Customer Service Associate

Job Description

Salary:
Competitive depending on experience

Location: IB (International Baccalaureate®) Global Centre, Cardiff

Hybrid working opportunity, office presence required one day per week

The International Baccalaureate provides world-class educational services to over 6,000 schools across more than 160 countries. Additionally, we are increasingly working with Education Systems, supporting them in achieving their education reform goals. A career with the IB is not just a job; it’s an opportunity to work with an innovative world leader in education services where we empower our employees to thrive and make a difference.

Salary:
Competitive depending on experience

Job Type: Full-Time, Fixed-Term, 37.5 hours per week, Secondment Opportunity (10 Months)

Location: IB (International Baccalaureate®) Global Centre, Cardiff

Hybrid working opportunity, office presence required one day per week

The role of the Customer Service Associate is to provide a professional service to members of the English and Spanish speaking IB Community, managing inquiries, identifying and assessing customer needs. To champion the customer internally by reporting trends and issues. To make recommendations for improvements aimed at reducing customer effort and enhancing the overall experience.

The Associate is responsible for frontline support and engagement with members of the external IB Community. This includes the delivery of a professional service that not only responds to, but also pre‑empts customer needs by providing accurate, relevant and consistent information in a timely manner.

This is a Hybrid working opportunity with one day required onsite in our Cardiff office. Please note that this team works to the following shift patterns:

• 08:00-16:00 and 10:00-18:00 on a 2 week rotation.
• Some work during public holiday and weekends required.
• Onsite presence required: one day per week.

• Customer Support: providing an information service on the broad range of the IB’s products, services and systems within a clear, timely and accurate manner. Receiving complaints and formal feedback disclosures via telephone and dealing with escalations. Communicate the IB’s policies and procedures. Deal with critical situations, such as examination emergencies.
• Relationship Management: building sustainable relationships with external customers through open and interactive communication. Assisting with the production and delivery of support materials including webinars. Liaising with internal stakeholders enterprise-wide, to ensure the timely resolution of customer issues and inquiries.
• Projects: participating in the planning or execution of internal projects.
• Teamwork: liaising and cooperating with other teams to resolve issues and improve resolution times; working cross‑divisionally to ensure the resolution of customer inquiries.
• Continuous Improvement: seek opportunities to improve customer experiences through raising insights or trends; make recommendations for service improvements.

• Fluency in written and spoken Spanish and English is essential.
• Extremely comfortable answering a range of queries via the telephone in both spoken English and Spanish.
• Confidence to quickly acquire knowledge of a broad range of the IB’s products, services and systems (please note you will be provided with full Customer Service new‑hire training).
• Ideally you will have experience of effective call handling and active listening skills, however we welcome applications from individuals without this experience who are confident in their oral communication.
• Excellent communication skills with the ability to engage customers and colleagues.
• Skilled in problem resolution and decision making with a proven ability to represent the interests of customers and stakeholders and provide recommendations of support.
• Ability to multi‑task, prioritise, and manage time effectively.
• Able to plan and deliver training.
• Familiar with CRM systems and practices.

In addition to your salary, we offer an attractive range of benefits including:

• 10% employer pension…