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Job Locations SG
Title

Customer Experience Advisor
ID
2024-1824
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 the their questions and enquires 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 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 seeks opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty. | - Manages day to day contacts: - Delivers 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. | - Assists 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. | - Processes payments for annual maintenance fees and diagnoses payment errors. | - Registers 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. | - Assist CPE Auditor with non-complex audits and mass continuing professional education (CPE) credits entries. | - Demonstrates commitment to valuing diversity and contributing to an inclusive working and learning environment. | - Miscellaneous duties as assigned.
Job Locations SG
Title

Customer Engagement Advisor
ID
2024-1823
Position Summary
The Customer Engagement Advisor, APAC role serves two key purposes that support our strategic objectives. |   | The individual is responsible for the coordination and support of ISC2’s Chapter and Member Relations, Volunteer and Advocacy growth in the APAC region. The role also requires the individual to make pro-active outbound engagement calls to our valued members, supporting them retain their membership. |   | The role is not a direct sales role but plays a significant part in helping ISC2 build and maintain our membership through proactive engagement and adding value.  Targets are associated with this role. |   | The ideal candidate would be a highly motivated, passionate customer experienced professional.  Candidates must be located in Singapore.  |  
Responsibilities
Outbound Engagement - 50%: | • 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. Explain products and make recommendations based on customer driven information. | • Proactively manage member accounts, ensuring they are receiving the best customer experience from ISC2. | • Achieving designated productivity and quality KPI’s, including making agreed weekly outbound calls to members, updating them on their membership status. | • Welcome calls to newly certified members at ISC2. | • Design and deliver emails campaigns to support Outbound campaigns. | • Effectively maintain daily accurate and up-to-date customer data in Salesforce CRM, providing both insight and recommendations to improve the customer experience. | • Actively seek opportunities to reduce customer effort and friction to improve customer satisfaction and drive loyalty. | • Miscellaneous duties as assigned. |   | General Chapter Support (30%) | The Customer Engagement Advisor will serve as the point of contact for all chapters in the APAC region, and will carry out Chapter related support duties, as follows: | • Provide targeted and sustained member/chapter outreach and relationship via regional directors. | • Strengthen and heighten chapter relations by providing more effective and regular outreach, including communicating regularly and building relationships with chapter leaders and members. | • Create and manage schedule for APAC chapter events and activities, liaising with internal teams on leveraging these events and activities for other opportunities. | • Conduct trainings, meetings, and orientations for chapters. Also provide training and support to chapter staff in regional offices. | • Oversee the application process and development of new chapters in the APAC region. | • Ensure all program policies and procedures are followed and expectations, duties and responsibilities are clearly communicated. | • Handle chapter questions, complaints, and issues in an effective and timely manner. | • Identify and provide resources/assistance needed by APAC chapters, providing appropriate solutions. | • Provide regular reports on program activities to management. Compile data and update records from annual chapter reports. | • Collect and assess chapter feedback and identify areas of improvement, developing new resources and tools based on feedback from chapters and members to provide support/solutions. | • Conduct chapter audits and take corrective action when necessary. | • Collaborate with other departments on chapter and member-related projects. | • Identify outstanding chapter volunteer achievements through ISC2 communications channels and awards program. |   | Specific Program support related to Strategic Activities (20%) | • Be the main support for mobilizing and supporting chapters in APAC for the 1MCC partner program, e.g. engaging volunteers via Chapters and members to develop study and mentor groups for specific areas where there is high 1MCC volume. | • Target membership growth opportunities by identifying areas where Chapters can be established in areas of high membership counts. | • Provide onsite support for Advocacy and Global Market engagement events and activities in the APAC region. | • Support initiatives related to progressing APAC ISC2 candidates to an ISC2 certification, conducting webinars, training sessions, and specific targeted campaigns. | • Recruiting or reaching out to volunteers on specific initiatives throughout the year, e.g. localization, ISC2gether volunteer month, event support, awards program, study groups, focus groups and mentoring activities. | • Identifying and supporting local volunteer opportunities in focus and next tier markets (Japan, Singapore, Australia, India). | • Provide support for Center-related programs, e.g. Cybersecurity Healthcheck, Safe and Secure Online | • Assist with APAC Advisory Council activitie