Hybrid Customer Service Representative (Tunisia)-Amideast عودة إلى الفرص

JOB TITLE:                                                     Hybrid Customer service representative

DEPARTMENT:                                              Customer Service

IMMEDIATE SUPERVISOR:                          Lac office Manager

location:                                                        Tunis- Lac II

Employment Status:                                    Full Time

Start Date:                                                     October 01, 2024 

Working days:                                              Wednesday-Sunday

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.

POSITION DESCRIPTION

The Customer Service Representative is responsible for providing information about Amideast services to prospective and current clients, as well as registering students wishing to enroll in English Language classes, take an exam, or obtain information about various scholarship and exchange programs. Managing registrations and payment, registering students in ProClass and LMS platforms, archiving data from the Learning Management System, and liaising with Finance, Communications, and other departments to ensure all information and policies are clear and up to date, administering placement test both on and off-site. The CSR will be the backup for both Lac office Manager and Online CSR when they are on leave.

RESPONSIBILITIES

• Regularly follows up on registrations and payments to ensure a good user experience for Amideast clients in Tunisia and Libya
• Normal work week would be Saturdays and Sundays in-person in Lac. The remaining hours to be spent responding to social media queries regularly, at least twice a day, to ensure that all questions have been addressed accurately, thoroughly, and within 24 hours. Answering questions can be done online (from home)
• Will act as the backup for Lac Office Manager when s/he is on leave, and would then need to spend more days in the office
• Very rarely might be asked to replace a CSR in the Belvedere office.
• Will act as the backup for the online CSR when s/he is on leave.
• Report all major facility/equipment issues immediately to the Lac Office Manager.
• Registers students on ProClass and LMS systems, ensuring that all data is complete and accurate
• Ensures students registering and taking placement tests online fully understand the process and any communications with them are clear and comprehensive
• Liaises regularly with the CSR Manager to ensure all platforms are functioning properly.
• Undergoes new training as necessary as online systems evolve
• Works closely with Finance to ensure that online payments are credited to the correct accounts.
• At the close of each session, archives all attendance and grade data from the LMS and deletes classes from the system.
• Records and conveys client feedback to the relevant department to ensure services are responsive and improving

QUALIFICATIONS AND SKILLS

Required

• License in business, administrative systems, marketing, or related field
• Minimum 2 years of administrative or customer service experience in a service-oriented business
• Experience and confidence using online applications (Google Forms, Office365, etc.) and social media platforms (Instagram, Facebook, etc.)
• Advanced proficiency in the use of the Microsoft Office suite (Word, Excel, PowerPoint, etc.), with particular emphasis on the ability to efficiently and accurately create and maintain databases in Excel
• Ability to resolve client questions and issues effectively, diplomatically, and in a timely manner
• Advanced English language proficiency, with particular focus on professional written communications
• Excellent time management skills and ability to work independently
• Demonstrated history of being responsible and reliable

Preferred

• Knowledge of Amideast products and services

This position description is not intended to be all-inclusive, and the incumbent will perform other reasonable business-related duties as assigned by the immediate supervisor and other Directors when necessary.  Amideast reserves the right to change duties and responsibilities as the need arises.  This position description does not constitute a written or implied contract of employment.

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.