Job Description

COMPANY DESCRIPTION

Established in 1951, Amideast is an American nonprofit organization dedicated to creating hope, opportunity, and mutual understanding among people in the Middle East, North Africa, and United States through life-changing opportunities for education and cultural exchanges. Working with local, regional, and international partners, we provide programs and services that improve educational opportunity and quality, expand access to U.S. study, empower youth and women, strengthen local institutions, and develop language and professional skills for success in the global economy. Headquartered in Washington, D.C., Amideast operates offices in 11 countries in the MENA region. For more information, visit us at www.amideast.org.

POSITION DESCRIPTION

The Customer Service Specialist is the focal point of Amideast, serving customers' needs and selling Amideast services. The Customer Service Specialist handles walk-ins applying Amideast policy and regulations and offers a professional service to elevate customer experience at Amideast and sell Amideast Services. S/he provides customers' assistance, receive their requests and carries the necessary steps to fulfil those requirements. The Customer Service Specialist is accountable for courses/tests preparation registrations, books inventory and sales, and inform customers of all Amideast offerings where appropriate. The incumbent of the position will be responsible for achieving the department monthly sales targets as assigned by the direct supervisor.

Responsibilities:

Maintain a high level of a professional and cordial attitude dealing with customers Respond to a variety of customers' requests through offering accurate information and services Work on the existing software CRM tool and achieve high level of accuracy using it after training Maintain data and updates of existing shared sheets Maintain a sympathetic understanding attitude in the event of receiving upset customers Promote for and sell Amideast offerings for walk-ins where appropriate May carry calls, send emails, and whatsapp/sms to achieve customer service sales targets Sustain Amideast services offered according to policies and regulations Suggest improvements in the quality of services offered to suit customers' needs Maintain data entry per business requirements Issue various vouchers through CRM registration and paperwork Involve in report writing through gathering necessary data Perform a data analysis when needed Participate in different training courses and meetings to enhance the quality of information given Reviews and submits certification and accreditation requests per process for Alex candidates Performs Back Office tasks related to Alex candidates, Proclass registrations, courier, reporting Maintain a teamwork environment with CS colleagues and perform tasks assigned by the supervisor accurately Coordinate with different departments per CS department processes Perform EL class visits per schedule assigned by the supervisor and provide accurate feedback Retain candidates for the following rounds during class visits as a KPI for performance evaluation Approach Placement test takers register in various Amideast offerings and achieve a high registration rate as a KPI for performance evaluation Handles cash and manual swipe payments and reconciles cash daily with Finance Assisting in social media campaigns, promotions, and collaborations that drive sales and brand visibility Creating engaging and informative posts, images, and videos tailored to JD's audience across platforms like Instagram, Twitter, Facebook, and TikTok Responding to comments, messages, and mentions to maintain a positive, interactive relationship with customers Working closely with the marketing and sales teams to align social media efforts with larger campaigns and promotional strategies

QUALIFICATIONS AND SKILLS:

Required:
Bachelor's degree and 2-3 years of working experience in a related field Customer service and call center background Outbound sales and upselling experience is an asset Proficiency in computer skills, Microsoft Office (Word, PowerPoint, Outlook, and others) Strong Excel experience and reporting Possess strong decision making and problem-solving technique Acquire time management, and multi-task skills with an ability to prioritize responsibilities Attentive to details and possession of ownership responsibilities Handle difficult situations independently and/or as a part of a team Maintain a knowledgeable background in different services

Preferred:
Professional Certifications (optional) Working the Evening shift occasionally Double shift required in case of events, absences leaves and extreme workloads TOEIC score of 750 or equivalent

The physical demands and work environment that have been described is representative of those employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.



This position description is an overview of the major functions and requirements of this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of the position; the Employee's Manager may assign other duties as related or as otherwise deemed appropriate and necessary within the general scope, without the need for additional compensation.



Amideast is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.



Positions that involve interaction with children will be required to read, acknowledge, and comply with and attend special training in accordance with the Child Protection and Safeguarding policy. All Amideast representatives must comply with the Code of Conduct and all applicable organizational policies which include but are not limited to, Anti-Human Trafficking and Prevention of Sexual Exploitation and Abuse.