Customer Service Representative

 

 

 

 

 

 

Position Description

 

Job Title:                               Customer Service Representative

Department:                          Sahel Office

Immediate Supervisor:         Sahel office Director

Salary:                                    Commensurate with qualifications and experience

Location:                                Sousse, Tunisia

Work days:                              May require weekend work

 

Position Summary:

 

Tunisia’s field office in Tunis and branch office in Sousse offer educational information and testing services to students and professionals, as well as scholarship and exchange program administration services to a variety of sponsors, and provides professional development services including management, English language and test preparation training services to individual and corporate clients and government agencies.

 

The Customer Service Representative is responsible for providing information about AMIDEAST services to prospective and current clients, as well as registering students for classes, taking their payments, keeping and organizing records of class participation, administering placement test both on and off-site, and contacting clients as needed. The CSR will also be frequently charged with other various tasks to support AMIDEAST’s business needs. This position is based in Sousse office; however, the CSR will be requested to work in Monastir as well when needed, and will require work during weekends few times per month.

 

Responsibilities:

Responsibilities of the Customer Service Representative include, but are not limited to the following:

Customer Service and EL Program Registration

  • Greet and direct students to appropriate AMIDEAST resources, programs, and offices
  • Advise clients on the difference between the types of English classes and suggest and direct them to the appropriate AMIDEAST services
  • Reply to customer inquiries by phone or e-mail
  • Enroll students in EL classes, verify their attendance, creating, opening and closing classes as needed and updating information on internal systems and keeping records accurate at all time.
  • Distribute pre-enrollment forms to register students for the upcoming sessions
  • Reach out to existing and potential clients and people on waiting lists in order to promote and market all Amideast products, whether by phone, email attending events, …
  • Safely handle cash and payments and ensure their accuracy at all time
  • Make appointment for the EL Program-related tests
  • Verify students enrolled in contract courses and verify their purchase orders and payments are processed and documented
  • Note client feedback and suggest ideas for service, facilities, or operational improvement to management
  • Follow through on client requests for certificates or completion
  • Prepare TFP files for clients
  • Send attendance sheets to sponsoring companies when needed.

Other

  • Classify and organize documents
  • Photocopy and fax documents, as needed
  • Assist in room schedule creation, when needed
  • Ensure that there are enough books in the CSR stock and advise the EL department if there is a potential shortfall
  • Help and assist teachers with their professional requests and government paperwork
  • Gather and maintain accurate statistics on clients

 

Qualifications

  • Bachelor’s Degree
  • 1-2 years of administrative experience in a service oriented business
  • Outstanding interpersonal and communication skills
  • Ability to resolve client problems effectively and diplomatically, and in a timely manner
  • Advanced English language proficiency
  • Confidentiality regarding all AMIDEAST proprietary services and activities
  • Excellent time management skills
  • Attention to detail and assertiveness
  • Demonstrated history of being responsible and reliable
  • Knowledge of AMIDEAST products and services, preferred

 

To apply: please send your resume and cover letter to: achouari@amideast.org