The Association of International Certified Professional Accountants - Customer Services Advisor

Accountabilities and responsibilities

  • To provide support and assistance to students and members within CIS

  • To promote CIMA to prospective students within CIS

  • To ensure that CIMA’s profile is enhanced through interaction with all customers and prospective customers, by ensuring that a high level of customer service is consistently delivered through every customer interaction

  • To support the delivery of CIMA’s Russian diploma, including managing the certification production process

  • To execute call campaigns linked to key regional KPIs, including lapsing prevention and recovery, and exam entry

  • To edit the content of CIMA’s CIS web pages, and the Russian-language microsite, as instructed by line manager

  • To produce HTML emails as required to support activities across CIS

  • To upload content to CIMA Connect where necessary to support the studies of students across CIS

  • To liaise with employers and tuition providers across CIS, including coordination of bulk registrations

  • To communicate with suppliers and other third parties where necessary

  • To record all customer interaction via CIMA CRM and achieve or exceed individual targets set for logging of service requests

  • To be proactive, whilst looking to make suggestions for improving service or processes within CIMA

  • CIMA CRM testing as required throughout the year

  • To have a high understanding of CIMA and all internal departments

  • Required to work to set team and individual targets

  • Other relevant projects or ad-hoc tasks as required


Key skills and abilities

  • Fluent in English and Russian

  • Excellent communication skills, both written and oral

  • Excellent listening and questioning skills

  • Ability to obtain, retain and cascade down and across high levels of detailed information, adapting the method of communication depending on the audience

  • Comprehensive understanding of the makeup of the CIMA syllabus and practical experience requirements

  • Has a strong work ethic, hardworking and is able to work towards stretching targets

  • Ability to multi task

  • Extremely IT literate

  • Ability to take responsibility for their own actions, whilst seeking to obtain suitable resolutions where applicable

  • Has a strong understanding of business and understands the workings of a not for profit organisation

Qualifications and experience

  • Educated to degree level or equivalent

  • Experience of working in a customer facing role

  • Ability to demonstrating an empathetic service to customer needs, whilst having a can-do attitude

  • Commercial experience helpful; used to operating on the phone, with a track record of success in developing customer relationships