Customer Service Specialist America-Mideast Educational and Training Services, Inc. (AMIDEAST)

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, receives 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 informing 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 for use
• Maintain data and updates of existing shared sheets
• Promote and sell Amideast offerings for walk-ins where appropriate
• Answer 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 team-focused 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 online customers
• Working closely with the marketing and sales teams to align social media efforts with larger campaigns and promotional strategies
QUALIFICATIONS
Required:
• Bachelor s degree
• 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 700 or equivalent