Experienced Sales and Customer Service Executive – English Online

• *Join careerzynith in shaping a better world through education and cultural exchange**

Are you a customer service enthusiast with a passion for sales and a knack for delivering exceptional experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we have an exciting opportunity for you to join careerzynith as a Sales and Customer Service Executive, English Online.

• *About careerzynith**

careerzynith 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 a presence in over 200 countries and territories, we are on the ground in more than 100 countries, reaching 650 million people in 2021-22.

• *English Online: A 100% Online Adults English Course**

English Online is careerzynith's bespoke 100% online Adults English course that enables customers to learn online from anywhere in the world. Our end-to-end customer experience aims to put customers in control by offering a self-serve experience, supported by a central point of contact to provide information, resolve service requests, and support the generation of new sales. As a Sales and Customer Service Executive, you will play a key role in delivering an excellent customer experience, helping us learn more about our customers, and supporting commercial success.

• *Key Responsibilities:**

• Ensure rapid, high-quality customer service and support for new and existing customers, primarily via email and webchat.
• Follow standard operating protocols (SOPs) and deliver against service level agreements (SLAs) to resolve service cases appropriately.
• Provide a contact point for potential new customers to support sales and marketing efforts and help increase registrations.
• Provide operational support to resolve service requests and liaise with other support teams where necessary.
• Use 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.

• *Main Accountabilities:**

• Customer Service:
+ Manage incoming customer service cases from active learners through to resolution, primarily via email and web live chat.+ Follow the standard operating procedures (SOPs) and service level agreements (SLAs) to maintain high levels of service.+ Manage incoming payment support requests - potentially including cancellations, refunds, payment failures, and updating payment details.
• Sales support communications and engagement:
+ Respond to potential new sales enquiries quickly and effectively and with a superior level of information to encourage registrations.+ Actively support marketing efforts and promotions, ensuring new sales enquiries are logged and that any features or promotions are described accurately.+ Support the English Online team with communications and promotions to existing customers and campaigns+ Support re-marketing campaigns to customers with expiring packages that may wish to re-purchase.
• Reporting, insight, and systems:
+ Help capture all customer service interactions, enquiries, complaints, and resolutions on CRM to support accurate reporting+ Help capture voice of customer to help us develop insight about our customers and how we can improve all areas of their experience.
• Operational Support:
+ Following standard operating procedures that may be required to help resolve customer support requests.
• Relationships and stakeholder management:
+ Work with payment support teams including the E-Commerce team, Shared Services Centre, and the English Online technical support team to ensure payment support tickets are resolved and that any repeat problems with payment solutions are identified.+ Work with teams supporting the English Online learner portal to help resolve service and information requests that relate to this.+ Occasionally act as a communication point for Teaching Centre Sales and Customer Service teams that have sales or customer service enquiries for English Online.

• *Role-Specific Knowledge and Experience:**

• Minimum/essential: Diploma / Degree or equivalent qualification, or equivalent work experience (at least 2 years).
• Substantial experience in customer service role.
• Experience of working in an international context and with international customers.
• Experience of Customer Relationship Management (CRM) platforms and reporting tools.
• A working knowledge of Microsoft Office applications.

• *What We Offer:**

• Competitive salary and benefits package.
• Opportunity to work with a leading organization in the education and cultural exchange sector.
• Collaborative and dynamic work environment.
• Professional development and growth opportunities.
• Flexible working arrangements, including remote work options.

• *How to Apply:**

If you are a motivated and customer-focused individual with a passion for sales and customer service, we encourage you to apply for this exciting opportunity. Please click the link below to submit your application.

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• *Equal Opportunities:**

careerzynith is an equal opportunities employer and welcomes applications from all qualified candidates. We are committed to diversity and inclusion and believe that a diverse workforce is essential to our success. We are proud to be a Disability Confident Employer and guarantee an interview to all disabled applicants who meet the essential criteria.

• *Safeguarding:**

careerzynith is committed to safeguarding children, young people, and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment, and exploitation. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with careerzynith's Safeguarding policies for Adults and Children.

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