Customer Service Specialist – Back Office

Job Description

Job Title:Customer Service Specialist – Back office

Department: Customer Service

Immediate Supervisor:Customer Service Manager

Location:Cairo Office

Position Summary

The Customer Service Unitisthe focal point ofAMIDEAST,servingcustomers’needsand cross-sellAMIDEASTservices.The Customer Service Specialist handles walk-ins applyingAMIDEASTpolicy andregulationsand offers aprofessionalservice to elevatecustomerexperience atAMIDEAST.He/She provides customers’ assistance, receive their requests and work accordingly to deliver targets needed.TheCustomer Service specialistis also accountable forcourses/tests registrations, thecountdownofthe bookstore andsaleAMIDEASTservicesand make sure theyreachmorecustomerspossible.Serves as a full back up for customer service specialist.

Responsibilities:

• Maintainalevelofproficiencydealingwithcustomers.
• Respondto avarietyofcustomers’requeststhrough offering on-spot information’s and services.
• Work on theCRM systemand deal withextractingdifferentdatabases.
• Revisetheorderof test book, score sheets and otherdocumentations.
• PromoteforAMIDEASTservicesthroughwalk-ins,emails,respondingto social media inquiries.
• SustainAMIDEASTservicesofferedaccordingto ourpolicyandregulations.
• Improvethequalityof offeredservicesto suit customers’needs.
• UpdateAMIDEASTtemplatesregularly todeterminedeliveryof valuable information tocustomers.
• Maintainan adequate data entry process toservedifferentpurposes.
• IssuevariousvouchersthroughCRM registrationand paperwork.
• Involvein report writing through gathering necessary data.
• Performadata analysisofservicesandmarketing, andcustomers’needstoattaina superior delivery ofAMIDEASTservices.
• Participatein different trainings andmeetingstoenhancethequalityofinformationgiven.
• Independent analyses of variousproposalstodelivertasksandresponsibilities.
• Work on multipleprojectswhile performing inprojectteamwork.
• HandleallAMIDEASTdepartments’needs.
• Applyevaluation surveys toassesscustomers’experienceforelevationofservices.
• Deliveran awareness campaign through different communication skills and social media.
• UpdateAMIDEASTbrochuresandflyersregularly.
• AttendAMIDEASTfairstopresentandpromoteAMIDEASTbrand andservices.
• Performother dutiesasrequired.
• Monitorthe certificationprocess.
• MonitorOSPsperformanceandKPIs.
• Handle all back-office operations and venue bookings.
• Generatereportswithin thedeadlines.
• Reply to email inquiries
• Performdata analysisand report tomanagement.
• Createoperationmanuals fordepartmentsafteroperationassessments.
• Revisesystem data entry andcorrectionof scheduled courses’classesandtestsaccordingto each department update.
• Prepareregularupdatedreportson team performances,Pro Class data,customers’comments,actionstakenforcomplaintsand concerns and promotionalservicesreports, andworkingin a deadline-orientedenvironment.
• Managethe CRM system performances, update price lists ofservices, andadministerservicesensuring correct customers’information.
• Supervisethe courier process, monitor otherdepartmentsactions andprovidetechnicalsupport.
• Participateininitiativesandorientationstoplanfordevelopmentsneeded inAMIDEAST.
• Attenddepartmentsmeetings andengageinprojectsrelatedtodifferentdepartments.
• Engage collectively in establishing clear and consistent strategies,policiesandregulationsbetweenCS teamandrestofAMIDEASTstafftoensurequality.
• Regularly evaluatesurveysfordifferentservicesofferedby CS, for continuouscustomers’ need assessments.
• Review andevaluatetheservicegiventocustomersandworkbeing done within theteamtodeliverexcellentworkaccomplishments.
• Createacustomercomplainsmechanismtoensureminimal complaints and increasedcustomersatisfaction
• Initiatemethodsof services improvementsproducedfromcustomers’ feedbacks.
• Engageteam membersin different training andorientationsfor a continuous self-development.
• Monitor monthly performance andachievementswithregardsto set departmentKPIsand organizational goals.
• Monitor call center agents toenhancethequalityof offered services for sustainingcustomers’satisfactions.
• Act as a focal point between EL and CS
• Apply EL schedule on ProClass
• Applying the online payment on ProClass, and register customers accordingly
• Manage the WhatsApp groups for Online EL customers
• Holding the EL survey per each round and share the results with CD and EL team
• Send the daily update report
• Serves as a full backup for Customer Service Specialist