Service & Engagement Associate (South Korea)

The role of the Service & Engagement Associate (Customer Service) is to provide a professional service to Korean members of the IB Community, managing inquiries, identifying, and assessing customer needs. To champion the customer internally by reporting trends and issues. To make recommendations for improvements aimed at reducing customer effort and enhancing the overall experience.

Please note that the successful incumbent will be offered a 1-year contract.

Key Responsibilities Include:

• Customer Support
• Provide an information service on the broad range of the IB’s products, services and systems;
• Provide clear, timely, and accurate information;
• Handle complaints received via telephone;
• Communicate the IB’s policies and procedures;
• Deal with critical situations, such as examination emergencies;
• Report trends and issues affecting customers
• Relationship Management
• Build sustainable relationships with external customers through open and interactive communication;
• Liaise with internal stakeholders enterprise-wide, to ensure the timely resolution of customer issues and inquiries
• Coordination
• Handle customer concerns in a professional manner;
• If necessary, ensure that inquiries are referred to the appropriate escalation point
• Customer Experience
• Translate existing help articles, quick texts to Korean to improve self-help experience for Korean-speaking members of the community
• Customer Satisfaction
• Handle customer concerns in a professional manner;
• If necessary, ensure that inquiries are referred to the appropriate escalation point;
• Administration
• Adhere to Customer Service Operations Framework
• Teamwork & Cooperation
• Liaise and cooperate with other teams to resolve issues and improve resolution times;
• Work cross-divisionally to ensure the resolution of customer inquiries.
• Continuous Improvement
• Seek opportunities to improve customer experiences through raising insights or trends;
• Make recommendations for service improvements.

About You:

• Bachelor's degree preferred
• Fluent in English with native-level fluency in Korean (in accordance with business requirements)
• Have, or be able to develop, a sound understanding of a broad range of the IB’s products, services, and systems
• Proven customer support experience
• Excellent communication skills with the ability to engage customers and colleagues
• Ability to multi-task, prioritize, and manage time effectively
• Familiar with CRM systems
• Effective call handling and active listening skills

In addition to your salary, we offer an attractive range of benefits including: 

• 20% employer's CPF contribution 
• S$1,200 yearly flexible credits
• 20 Days annual leave, plus public holidays, with the choice to buy or sell up to 3 days additional annual leave using flexible credits
• Life assurance 2x annual salary 
• Flexible working hours due to nature of work and hybrid working arrangement
• Organisation sponsored learning opportunities for professional development
• Corporate passes to Mandai Birds of Paradise, Rainforest Wild Asia, etc.

The International Baccalaureate provides world-class educational services to over 5500 schools across 159 countries. A career at IB is not just a job; it’s an opportunity to work with an innovative world leader of education services and contribute to our 50-year mission of creating a better and more peaceful world. Apply now to join our global organization where we empower our employees to thrive and make a difference.