This position is responsible for providing best in class services to customers in line with ACCA’s commitment to “Fit for the Customer” and “Fit for the Future”. The individual supports team’s objectives pertaining to projects on CSSM (Customer Self Service
Migration) and MOT (Market Operations Transformation) by handling inquiries from face-to ace, email to over the phone and all corresponding follow-up.
Candidates should be able to demonstrate the knowledge, skills and experience to carry out the following tasks:
Handle transactional enquiries received via phone and email in the following cases:
Resolve customer problems/complaints by applying the appropriate customer handling skills on the spot and escalate the case to the Education Services Manager and the Regional Customer Services Manager when necessary.
To feedback customer comments to the Education Services Manager and the Regional Customer Services Manager for service improvement (Kenya and Sub Saharan Africa Region).
Project work as requested by the Regional Customer Services Manager, such as to promote use of the online IR, new telephony system and email migration. At the same time, to comply with the tracking of all customer service activities
Forward enquiries on local activities to relevant staff members via email or telephone transfer to ensure all enquiries are actioned within an appropriate time.
To assist the Education Services Manager and the Regional Customer Services Manager in preparing reports
Process paper form documents. This may include Accelerate, Conditional Exemption, further exemption claims, exam entry form, re-registrations, payments including membership fees, PER return, CPD declarations, practising certificates and others concerning exam entries, and ensure timely reporting of statistics to relevant teams and dispatch of documents to CHQ.
Maintain tidiness in the reception area and self-service area, ensure that up-to-date brochures are displayed at all times, and readiness of IT equipment at the reception area for customers’ use.
Writing up evaluation reports for each event
Actively participating in student recruitment activities in support of the Education Services
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