International Baccalaureate

Customer Service Administrator, IB Publishing
Location: The Hague
Salary: 26,200 – 32,750 Euros per year, dependent upon experience

The Customer Service Administrator assists with the effective day-to-day operation of the customer services operation for IB Publishing, ensuring quality service through all communication channels and a positive experience for customers ordering or enquiring about IB Publishing products and services. The Customer Service Administrator has extensive contact with customers around the world and with third parties in order to resolve queries.

The role holder will:

• Prioritize, delegate and process customer queries and inquiries in order to provide excellent customer service against agreed service levels/targets;
• Maintain standards/benchmarks in order to ensure efficiency in response rates and in measuring and reporting on activity and performance to all stakeholders;
• Support the processing of all month-end activity related to invoicing, stock and expenditure accruals, and month-end queries, and work with the Finance department to deal with issues, as appropriate;
• Assist in the management of the order fulfilment supplier in line with agreed targets and deadlines in the Service Level Agreement and contribute to projects related to the development of this service in the future;
• Train other IB Publishing staff to ensure they are able to support customer service work to the required standard;
• Maintain procedures for the administration of customer service work;
• Keep abreast of developments in the field to ensure IB Publishing customer service practices continue to meet the needs and expectations of customers and the IB.

• A good level of general education (to at least IB diploma, A-level or equivalent);
• Excellent written, oral and listening communication skills;
• Fluency in English equivalent to native-speaker level;
• Proven interpersonal and organizational skills;
• Proven experience of dealing directly with customers in a customer service environment, including experience of invoicing and account management;
• Proven project management experience;
• Proven experience of training colleagues in processes and working practices;
• Ability to work under pressure;
• Ability to work confidently with a variety of software packages.

Start date
1 February 2012

Location
The post will be based in The Hague, the Netherlands.

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The International Baccalaureate is an equal opportunities employer.

Agency calls are not appreciated.

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