Specialist, Business Services Support

Please Note: This role requires the ability to work on site 3 days per week per company policy.

This role is a temporary 6 month duration.

The World Economic Forum is an international organization that brings together leaders from business, government, academia, and civil society to build industry, regional and global agendas, address systemic issues, and improve the state of the world.

As a membership organization, the Forum, engages businesses in projects and initiatives – online and offline – to address industry, regional and systemic issues.

Why we are recruiting

The World Economic Forum Business Strategy and Partner Services team is a central unit supporting the engagement journey of over 900 global and regional organizations across industries. We are seeking a highly skilled and experienced specialist to support the Business Services journey and enhance the quality, consistency, and overall effectiveness of partner engagement. As a partner-facing role, it requires excellent communication skills, professional approach, and sensitivity to timing. The specialist will report to the Head of Engagement Services and Digital Transformation.

In this position, you will:

Operations Management:

• Follow up on open cases, seeking solutions, escalating when necessary and performing case reviews.
• Hold daily meetings with support team to prioritize goals and tackle obstacles.
• Keep an accurate knowledge base to enable independent query resolution by the support team.
• Proactively enhance operations to drive efficiency and high user satisfaction.

Transformation and Automation:

• Help with the enhancements to the Help Centre working with the Salesforce development team.
• Propose ideas for increased automation, efficiency, and self-service options.

The successful candidate will be evaluated on the following criteria:

• Service Coordination and Metrics:
  • Monitoring service metrics (e.g. SLA case resolution rates, direct partner queries).
  • Improvement of partner experience and satisfaction.
• Digital Transformation and Self-Service:
  • Adoption of a digital-first mindset and support for self-service initiatives.
• Collaboration, Communication, and Leadership:
  • Strong collaboration with internal teams and stakeholders.
  • Proactive communication of progress and recommendations.
  • Demonstration of autonomy, leadership, and accountability.

Preferred requirements and experience:

• Bachelors or Master’s degree
• 1+ year of experience in Customer Service or related role
• Problem-solver; navigating ambiguity and complexity and delivering measurable results on time.
• Critical thinking and work collaboratively in a team.
• Customer service and communication skills, with the ability to confidently provide progress updates and manage expectations.
• Experience in Salesforce Case Management/Experience Cloud/Digital Help Centre/Automated agents/chatbots, MS Office applications and methodologies/frameworks (e.g., Agile, Lean).
• Ability to derive data-driven insights.

Why work at the Forum:

The Forum believes that progress happens by bringing together people from all walks of life who have the drive and the influence to improve the state of the world by building awareness and cooperation, shaping mindsets and agendas, and driving collective action. Join us and become a driver for positive change!

Why work at the Forum:

The Forum believes that progress happens by bringing together people from all walks of life who have the drive and the influence to improve the state of the world by building awareness and cooperation, shaping mindsets and agendas, and driving collective action. Join us and become a driver for positive change!