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- Customer Service.
- Problem solving.
- Administration.
- Be the first point of resolution for all customer and member related enquiries.
- Provide customers and members with advice and guidance on next steps and their ongoing journey with upselling and cross selling training, qualifications, events and flagship conferences.
- Developing and maintaining excellent communications with other teams to ensure a coordinated approach to all commercial activities.
- Provide support to the Membership Journey Team with assessing applications for student membership, new Associates and Fellows, administering exemptions, handling renewals and upgrades and removals from the register of members.
- Record all customer interaction on the internal CRM.
- Process payments for conferences and events.
- Deal with student queries relating to study and exams.
- Undertake welcome calls to assist onboarding and retention.
- Proactively undertake appropriate follow-up activity to support conversion and retention.
- Actively promote benefits of membership including access to local branches and events.
- Support promotion opportunities and declarations.
- Take payments for memberships and subscriptions.
- Any other reasonable related and required duties.
- Experience using a CRM.
- Experience operating on the phone, with a track record of success in developing customer relationships
- Excellent listening and questioning skills
- To be computer savvy.
- To be a proactive team player with a customer first, collaborative and solution focused approach
- Exceptional communication skills, both written and verbal.
- Excellent communication skills, both written and verbal.
