Customer Service Assistant (Egypt)

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Location: Egypt - Cairo

Address: Cairo,

Job Type: Full-Time

Posting Date: 11/03/2024

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/Egypt, serving customers’ needs and cross-sell Amideast services. The Customer Service Assistant 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 Assistant 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

• 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 books, score sheets, and other documentation
• Maintain adequate environments to customers especially dealing with conflict
• Promote Amideast services through walk-ins, emails, calls, and responding to social media inquiries
• Sustain Amideast services offered according to our policy and regulations
• Improve the quality of offered services to suit customers’ needs
• Update Amideast templates regularly to determine delivery of valuable information to customers
• Maintain an adequate data entry process to serve different purposes
• 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 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

QUALIFICATIONS

        Required:

• Bachelor’s degree and 1 – 2 years of working experience in a related field
• Proficiency in computer skills, Microsoft office (Word, Excel, PowerPoint, Outlook, and others)
• Ability to work evening shift; 
  • Double shift required in case of events, absences leaves and extreme workloads
• Excellent communication and selling skills
• Approach more targeted group and deliver Amideast services effectively
• Work successfully to elevate Amideast image and enhance customer satisfaction
• 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

• Professional Certification
• TOEIC score of 700 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.