Customer Service Associate

About the role

The Customer Service Associate will deliver professional support to members of the IB community, handling inquiries, complaints, and critical situations while championing the customer’s voice within the organisation.

Key responsibilities

• Provide accurate information on IB products, services and systems via phone and other channels.
• Handle complaints, examination emergencies and other critical issues promptly.
• Build sustainable relationships with external customers and liaise with internal stakeholders to resolve issues.
• Coordinate escalations and ensure inquiries reach the appropriate point of contact.
• Adhere to the Customer Service Operations Framework and collaborate with cross‑functional teams.
• Identify trends, raise insights and recommend service improvements.

Required profile

• University degree.
• Strong understanding of IB’s product and service portfolio.
• Proven experience in customer support.
• Excellent communication and active‑listening skills.
• Ability to multitask, prioritize and manage time effectively.
• Fluent English with native‑level French or Spanish, as required.

Required skills

• Familiarity with CRM systems.

What we offer

• Opportunity to influence customer experience across a global community.
• Collaborative environment with cross‑division interaction.