Introduction to arenaflex
arenaflex is a leading organization that supports peace and prosperity by building connections, understanding, and trust between people in the UK and countries worldwide. We work directly with individuals to help them gain the skills, confidence, and connections to transform their lives and shape a better world in partnership with the UK. With operations in over 200 countries and territories, and a presence in more than 100 countries, we are committed to making a positive impact on a global scale. In 2021-22, we reached an impressive 650 million people, demonstrating our dedication to creating a more connected and trusted world.
About the Role
We are seeking an experienced Sales and Customer Service Executive to join our team in the USA, focusing on our English Online courses. This bespoke 100% online Adults English course enables customers to learn online from anywhere in the world, and we are looking for a talented individual to deliver an exceptional customer experience, support commercial success, and help us learn more about our customers. As a key member of our team, you will play a vital role in ensuring rapid, high-quality customer service and support for new and existing customers, primarily via email and webchat.
Key Responsibilities
- Ensuring rapid, high-quality customer service and support for new and existing customers, primarily via email and webchat, and following standard operating protocols (SOPs) and delivering against service level agreements (SLAs) to resolve service cases appropriately.
- Providing a contact point for potential new customers to support sales and marketing efforts and help increase registrations, and responding to potential new sales enquiries quickly and effectively with a superior level of information to encourage registrations.
- Providing operational support to resolve service requests and liaising with other support teams where necessary, and using Salesforce CRM and other management information systems to capture customer data and voice of customer, to help the business continually improve all areas of customer experience.
- Managing incoming customer service cases from active learners through to resolution, primarily via email and web live chat, and managing incoming payment support requests, including cancellations, refunds, payment failures, and updating payment details.
- Actively supporting marketing efforts and promotions, ensuring new sales enquiries are logged and that any features or promotions are described accurately, and supporting re-marketing campaigns to customers with expiring packages that may wish to re-purchase.
Main Accountabilities
The successful candidate will be responsible for delivering exceptional customer service, supporting sales growth, and providing operational support to ensure the smooth running of our English Online courses. This will include:
- Customer Service: Managing incoming customer service cases, following SOPs and SLAs, and resolving service requests in a timely and professional manner.
- Sales Support: Responding to potential new sales enquiries, supporting marketing efforts and promotions, and logging new sales enquiries to help increase registrations.
- Reporting, Insight, and Systems: Helping to capture customer service interactions, enquiries, complaints, and resolutions on CRM, and providing insights to help improve customer experience.
- Operational Support: Following standard operating procedures to resolve customer support requests, and liaising with other support teams as necessary.
Essential Qualifications and Experience
To be considered for this role, you will need:
- A Diploma/Degree or equivalent qualification, or equivalent work experience (at least 2 years).
- Substantial experience in a customer service role, with a proven track record of delivering exceptional customer experiences.
- Experience of working in an international context and with international customers, with a strong understanding of cultural differences and nuances.
- Experience of Customer Relationship Management (CRM) platforms and reporting tools, with the ability to capture customer data and provide insights to improve customer experience.
- A working knowledge of Microsoft Office applications, with excellent communication and interpersonal skills.
Preferred Qualifications and Experience
While not essential, the following qualifications and experience would be desirable:
- Experience of working in a sales or marketing role, with a strong understanding of sales principles and practices.
- Knowledge of the education sector, with a particular focus on online learning and English language courses.
- Experience of working with Salesforce CRM, with the ability to use data and insights to drive business decisions.
- A strong understanding of customer experience principles and practices, with the ability to design and deliver exceptional customer experiences.
Skills and Competencies
To be successful in this role, you will need to possess the following skills and competencies:
- Excellent communication and interpersonal skills, with the ability to communicate effectively with customers, colleagues, and stakeholders.
- Strong problem-solving and analytical skills, with the ability to resolve complex customer service issues and provide insights to improve customer experience.
- Ability to work in a fast-paced environment, with a strong focus on delivering exceptional customer experiences and supporting sales growth.
- Strong organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Ability to work collaboratively as part of a team, with a strong focus on building relationships and providing operational support.
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to helping our employees grow and develop in their careers. As a Sales and Customer Service Executive, you will have access to a range of training and development opportunities, including:
- Comprehensive induction program, with training on our English Online courses, CRM systems, and customer service principles and practices.
- Ongoing coaching and mentoring, with regular feedback and performance reviews to help you achieve your career goals.
- Opportunities for career progression, with the potential to move into more senior roles or specialize in a particular area of the business.
- Access to a range of online learning resources, with the ability to develop new skills and knowledge to support your career growth.
Work Environment and Company Culture
At arenaflex, we are proud of our diverse and inclusive work environment, with a strong focus on equality, diversity, and inclusion. We believe that all employees should be treated with respect and dignity, and we are committed to creating a workplace that is free from discrimination and harassment. As a Sales and Customer Service Executive, you will be part of a dynamic and supportive team, with a strong focus on collaboration, innovation, and customer satisfaction.
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, with a range of perks and benefits to support your well-being and career growth. These include:
- Competitive salary, with opportunities for performance-related pay increases.
- Comprehensive benefits package, including health insurance, pension scheme, and paid time off.
- Access to a range of employee discounts and perks, including discounts on our English Online courses and other products and services.
- Opportunities for flexible working, with the ability to work from home or adjust your working hours to suit your needs.
Conclusion
If you are a motivated and customer-focused individual, with a passion for delivering exceptional customer experiences and supporting sales growth, we would love to hear from you. As a Sales and Customer Service Executive at arenaflex, you will be part of a dynamic and supportive team, with a strong focus on collaboration, innovation, and customer satisfaction. With a range of training and development opportunities, a competitive salary and benefits package, and a diverse and inclusive work environment, this is an exciting opportunity to join a leading organization and take your career to the next level. Please apply now to join our team and help us make a positive impact on a global scale.
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