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Customer Service Specialist - EMEA

19,187 P.A. ?
Tower Bridge

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(ISC)² is an international, nonprofit membership association for information security leaders. We’re committed to helping our members learn, grow and thrive by providing world-class certification programs, education & training, and professional development opportunities that inspire a safe and secure cyber world. With more than 140,000 certified members, we empower professionals who touch every aspect of information security.

Reporting to the Customer Service Manager, EMEA, this role will support customers by providing helpful information, answering questions, and responding to inquiries in suitable time frame. They are the front line of support for our members and they help ensure that membership satisfaction with products, services, and features.

• Respond in a timely manner to candidate and member queries via telephone, email, live chat and social sites concerning, yet not limited to:
o examination registration and process
o endorsement applications and processes
o membership maintenance requirements including earning/submitting continuing professional education credits and payment of annual membership fees
o assisting members with renewing their certification and support members in danger of losing their credential(s)
o providing information regarding membership benefits such as webinars, events and the Professional Development Institute
o handling member queries and general complaints
• Escalate complex inquires / requests where needed to ensure customer satisfaction
• Assist internal staff with accurate membership information as requested, which includes generating monthly reporting and assisting in special projects
• Daily use of Salesforce and keeping up to date with training required
• Provide administrative support to Customer Service Manager for coordinating meeting schedules and other logistical support as required
• Participate in quarterly ‘Welcome to Membership’ webinars and help to develop content and raise awareness of future webinars
• Work with PR and Marketing to develop EMEA-related information and content for membership (Newsletters, e-blasts etc)
• Act as advocate for customer and member concerns by communicating feedback on services, programmes and support to Customer Service Manager
• Develop methods to analyse statistics of members to further understand how we can better support them and reduce member attrition
• Work with the Customer Service Manager EMEA, the Head of Marketing Strategy and Delivery EMEA and the Global team to define and project manage new member benefit initiatives
• Attend regional (ISC)² events and other industry events as required to provide in-person customer service support
• Support the Customer Service Manager with the Chapter Programme where required
• Miscellaneous duties, as assigned.

• Bachelor’s degree (or regional equivalent) preferred. Will consider relevant work experience in lieu of a degree.
• Minimum 3 years’ prior experience in a Customer Service role or other relevant position


• Ability to demonstrate and support the 5 Company Core Values: Integrity, Excellence, Unity, Accountability, Agility
• Fluency in English and preferred, at least one other EMEA language
• Excellent presentation, written and verbal communication skills
• Excellent PC skills including MS Office products (Word, Excel, Power Point, Outlook), Internet and web applications/navigation; CRM/Database applications experience a plus
• Strong organizational skills; ability to multi-task in a deadline-oriented environment; manage multiple projects and work assignments
• Ability to provide guidance and assistance to entry level professionals and/or support employees
• Ability to handle confidential information with discretion
• Ability to set objectives for own job area to meet objectives or goals of projects and assignments
• Comfortable working independently with general supervision

Physical & Mental:

• Work extended hours or overtime, when necessary
• 10% travel required
• Work in an office environment using dual monitor computer screens
• Sitting for extended periods


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