To implement The Association’s customer engagement strategy in Nigeria as directed by the RVP / AD.
Represent The Association as the first line of contact in all interactions with customers. Customers will include new students, existing students, members, employers, colleges, markers, supervisors, invigilators, and others
Ensure that The Association’s profile is enhanced through their interactions with all customers and potential customers by ensuirng a high level of customer service is consistently deivered through every customer interaction.
Provide support to customers via several multi-media channels
Receive enquiries and provide information about CIMA and the CIMA qualification to prospective and existing customers.
Respond to and clear EMS from the regional hub within SLA
Keep current with any changes that might impact the customer
Conduct pre / post lapsing as well as exam encouragement campaigns
Influence potential CIMA students and assist with the student acquiistion targets
General correspondence and liaison with students and members
Provide support and service to CIMA students on all queries
Ensure effective and efficient running of office operations including petty cash, payment processing, and lending effective administrative support to the office.
Coordinates the daily reconciliations of funds receievd in the local bank account with regional finance and accounts receivable department
Receive and manage correspondence between office and external stakeholders.
Plans and coordinates all branch and office events
Supervision of the intern from the governmet programme.
Excellent communication skills, both written and oral
Excellent listening and questioning skills
Consultative sales skills to soft sell intangible benefits, thereby deriving income.
Education sector awareness.
Ability to manage own workload.
Fluent English speaker.
Has a strong work ethic, hard working and is able to work towards stretching targets
Degree level / business qualification or qualified through relevant depth of experience.
Experience of working within a college / university, offering support to perspective students within a customer focused organisation
Proven experienced at B2B Account Management with a track record of success in selling intangible benefits
Target responsibility with demonstrable and consistent achievement in these areas.
Experience of working remotely and in virtual teams.
Have a can do attitude, clearly demonstrating a strong customer focus
Commercial experience helpful; used to operating on the phone, with a track record of success in developing customer relationships
Demonstrate an understanding of complaint processes and procedures