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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 Manager will provide a leading role in organizing and monitoring our Customer Service department to ensure our customers receive the highest levels of service. The Customer Service Manager is responsible for providing strategic leadership to the customer service and call center teams, to deliver exemplary customer service to Amideast/Egypt clients and customers, and achieve sales targets set forth for the department. They are responsible for ensuring all customer service staff are fully knowledgeable about the organization’s programs and services, and have solution-oriented attitudes in the delivery of their service.
RESPONSIBILITIES
- Develop and implement strategies to improve customer relationship, dedication, and satisfaction
- Oversee the hiring, onboarding, and training of the organization’s customer service team
- Define and implement standards and procedures for ensuring optimal customer experience
- Conduct surveys to gather information on customer’s opinions of rendered services
- Utilize social media platforms to reach out to customers to help resolve issues and provide quick responses to inquiries
- Supervise the activities of the customer service team to ensure their interaction with customers reflects positively on Amideast
- Establish communication channels through which customers can readily contact a Amideast and vice versa
- Oversee the transformation of all customer service processes to be a highly proficient customer-focused department
- Integrate customer relationship management (CRM) and financial data with social media data to maintain a consolidated customer account
- Liaise with the organization’s marketing, sales and business development staff to analyze customer feedback and develop programs effective for improved customer experience
- Monitor customer service staff in Cairo & Alexandria offices to ensure compliance with set standards of courtesy and professionalism.
- Utilize CLM and CRM tools in enhancing customer loyalty and relationship management, as well as recommendations on items for improvement
- Prepare and manage annual budgets in achieving set objectives and goals
- Organize ongoing training programs for customer service employees to continually improve performance and skills
- Attend seminars, workshops, and conferences to improve professional knowledge
- Monitor the accuracy of the registration process on the CRM system
- Provide hands on support during peak times.
- Promote and cross-sell Amideast services through your daily interaction with customers, to achieve assigned sales targets
- Analyze customer trends based on verifiable walk-in and call-in customer statistics, and allocate staffing resources, accordingly, address performance deficiencies, and arrange professional training, as required
- Work closely with the Marketing department to ensure all CS materials are updated
- Liase with other departments on any new services or updates to guarantee that customers receive the accurate and the most updated information
- Report to the Assistant Country Assist Director regarding the Customer Service operations to ensure the proper handling and delivery of high-quality customer service to clients.
- Perform other tasks as assigned by the Assistant Country Director for Programs
Qualifications and Skills
Required:
- Exemplary customer service and problem-solving skills
- Strong Leadership skills
- Effective communication and interpersonal skills, both verbal & written
- Ability to adapt to on-going change and work in a fast-paced, customer-focused environment
- Ability to accept ownership and proactively identify solutions to customer issues or concerns
- Demonstrated ability to prepare accurate, timely, and professional reports regarding CS trends and statistics
- Ability to work independently as well as collaboratively with their team and other departments
- Results orientated with the ability to achieve assigned sales targets
- Ability to apply feedback, take initiative and be accountable for work product
- Demonstrated time management and prioritization skills while maintaining focus on customer needs
- Minimum of 10 years of professional work experience directly involved in customer service, marketing, or business sales
- Proficiency in Microsoft Office, specifically Microsoft Word, Excel, Access, and Outlook
- Professional proficiency in spoken and written English
- Certification Courses in Customer Relation Management (CRM) and Customer Retention and Satisfaction
Preferred
- Project Management Certification
- Minimum TOEIC score of 900 or equivalent
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.
