Job Opportunities API

Location: London Reports to: Customer Experience Manager  Status: 18mth Fixed term Contract  Job purpose:   On a fixed-term basis, you will lead a key project to drive and strengthen customer service for one or more IFRS Earned Revenue product lines. Acting as the go-to person for managing the customer experience across various programs, you will answer customers' questions, resolve problems, and—just as importantly—build the effective behind-the-scenes systems and processes needed to support the Foundation's Earned Revenue programs and contribute to its operational excellence. Passionate about expanding the IFRS mission among companies and investors, you will bring authenticity, responsiveness, and a problem-solving mindset to establish well-implemented, sustainable programs that reduce customer issues and deliver lasting value beyond the life of the contract. Key Responsibilities     Client Management   Lead customer support by answering inbound questions  on multiple product lines   and meeting customer needs, with a 24-hour response time to solve or, at a minimum, acknowledge the request.      Build relationships with customers and ensuring they are satisfied with the company’s products and services .     Create and process orders, and ensure delivery of the products and services. Manage IFRS Foundation’s relationship with the third-party vendor as needed.    R eport out results to key stakeholders.   Learn all the nuances of your primary product area in order to assist and educate clients.   Cross train on other IFRS Earned Revenue product lines to provided support as needed.    Track and identify key themes that are arising in customer questions in order to surface key insights across the team.   Use Salesforce to track customer feedback and suggestions.    Operations, Reporting and Tracking    When relevant work with the Finance team to rectify sales figures  and payments  for certain product lines.    Track and report team engagements with clients to ensure 24 hr response and quality service.    Manage operational tasks related to program development, user research, and implementation of new offerings.   Support marketing planning and logistics for product areas as needed, including email campaigns, maintaining reseller relationships, and go to market implementation.    Manage systems to ensure good record-keeping for client status and contact information for clients.   Use Sales force to track KPIs  through Reports and Dashboard   Maintain  and  improve procedure documentations    Provide ad-hoc support to team activities such as webinars, conferences , and  product  projects   Desired Skills & Qualifications   Relevant customer service experience   Excellent oral and written communication skills   Strong customer service skills   Organi s ation  skills and ability to work independently   Ability to multitask and handle multiple customer inquiries at once   Patience and ability to stay calm under pressure , and adapt to  changing priorities   Ability to solve problems    Understanding of e-commerce, international shipping and logistics a plus   Experience with Salesforce or other CRM System   Demonstrate professionalism, a strong team ethic    Competency with Microsoft Office, including Excel   Application closing date: