Customer Experience Associate

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

• 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 ensure 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.
• Report 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 provide 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‑hour 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 Salesforce 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.
• Organisation 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.