Customer Service Specialist(Egypt)

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 Unit is the focal point of Amideast, serving customers '
needs and cross-sell Amideast services. The Customer Service Specialist
handles walk-ins / Online customers applying Amideast policy and regulations
and offers a professional service to elevate customer experience at Amideast.
S/he provides customers' assistance, receive their requests and work
accordingly to deliver targets needed. The Customer Service specialist is also
accountable for courses/tests registrations, making outbound calls either for
upselling or surveying purposes, the countdown of bookstore, and sell Amideast
services and make sure they reach more customers possible. Handles other tasks
assigned by the Customer Service Manager.
RESPONSIBILITIES
Tasks and responsibilities for this position include, but are not limited to,
the following:
* Maintain a level of proficiency dealing with customers
* Respond to a variety of customers' requests through offering on-spot information's and services
* Work on the CRM system and deal with extracting different databases
* Revise the order of test book, score sheets and other documentation
* Promote for Amideast services through walk-ins, emails, calls, responding to social media inquiries
* Maintain adequate environments to customers especially dealing with furious customers and unpleasant situation.
* Issue various vouchers through CRM registration and paperwork
* Involve in report writing through gathering necessary data
* Perform a data analysis of services and marketing, and customers' needs to attain a superior delivery of Amideast services
* Participate in different trainings and meetings to enhance the quality of information given
* Independent analyses of various proposals to deliver tasks and responsibilities
* Work on multiple projects while performing in project teamwork
* Handle all Amideast departments' needs
* Apply evaluation survey to assess customers' experience for elevation of services
* Deliver an awareness campaign through different communication skills and social media
* Update Amideast brochures and flyers regularly
* Attend Amideast fairs to present and promote Amideast brand and services
* Perform outbound calls either for surveying or cross/upselling purposes
* Achieve outbound calls and cross/upselling targets
* Conduct reports daily/weekly on the assigned tasks
RESPONSIBILITIES:
Required:
* Bachelor's degree and ‎2 - ‎3 years of working experience in a related field
* Proficiency in computer skills, Microsoft office (Word, Excel, PowerPoint, Outlook, and others)
* Excellent communication and selling skills
* Approach more targeted group and deliver Amideast services effectively
* Work successfully to elevate AMIDEAST image and enhance customers' satisfactions
* Possess a strong decision making and a problem-solving technique
* Acquire a time management, and multi-task skills with an ability to prioritize responsibilities
* Attentive to details and possession of ownership responsibilities
* Handle difficult situation independently and/or as a part of a team
* Maintain a knowledgeable background on different services
* Serving as a full backup for the Back Office agent
Preferred
* A Professional Certifications (optional)
* Working Evening shift is required
* Double shift required in case of events, absences leaves and extreme workloads
* TOEIC score of ‎700 or equivalent
WORK ENVIRONMENT
The incumbent in this position will work in a professional office environment
and will utilize the following equipment when working from the corporate
office or remote home office (either on a full time, temporary, or hybrid
basis)
* Computer (laptop or desktop)
* Printer/Photocopier/Scanner/Fax
* Telephone
The physical demands and work environment that have been described is
representative of those an employee encounters while performing the essential
functions of this position. Reasonable accommodations may be made to enable
individuals with disabilities to perform the 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.