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 Amideats. 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 • 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. • Maintain adequate environments to customers especially dealing with furious customers and unpleasant situation. • Promote for Amideast services through walk-ins, emails, calls, responding to social media inquiries. • Sustain Amieast 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 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. QUALIFICATIONS 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
