**Experienced Sales and Customer Service Executive for English Online in the USA**

At arenaflex, we are dedicated to fostering global connections and understanding through education and cultural exchange. As a leading international organization, we strive to empower individuals to achieve their goals and shape a better world. We are now seeking an exceptional Sales and Customer Service Executive to join our team in the USA, supporting our English Online program. **About arenaflex and English Online** arenaflex is a global 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. Our English Online program is a bespoke 100% online Adults English course that enables customers to learn English from anywhere in the world. **Job Summary** 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. You will be responsible for ensuring rapid, high-quality customer service and support for new and existing customers, primarily via email and webchat. You will also provide a contact point for potential new customers to support sales and marketing efforts and help increase registrations. **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: + Follow 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. **Essential Qualifications and Experience** * 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. **Preferred Qualifications and Experience** * Experience of working in a sales and customer service environment. * Knowledge of the English language teaching industry. * Experience of working with online learning platforms. * Fluency in multiple languages. **Career Growth Opportunities and Learning Benefits** At arenaflex, we are committed to supporting the growth and development of our employees. As a Sales and Customer Service Executive, you will have opportunities to develop your skills and knowledge in customer service, sales, and marketing. You will also have access to training and development programs to help you achieve your career goals. **Work Environment and Company Culture** arenaflex is a dynamic and inclusive organization that values diversity and promotes a culture of respect and understanding. We are committed to providing a safe and supportive work environment that allows our employees to thrive. As a Sales and Customer Service Executive, you will be part of a team that is passionate about delivering excellent customer service and supporting commercial success. **Compensation, Perks, and Benefits** arenaflex offers a competitive salary and benefits package, including: * A salary of $60,000 - $80,000 per year, depending on experience. * A comprehensive benefits package, including health insurance, retirement plan, and paid time off. * Opportunities for career growth and development. * A dynamic and inclusive work environment. * Access to training and development programs. **How to Apply** If you are a motivated and customer-focused individual with a passion for delivering excellent customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, through our careers website. We look forward to hearing from you! **Closing Date** The closing date for applications is 17th of September 2023. We reserve the right to close the application process earlier if we receive a high volume of applications. **Equality, Diversity, and Inclusion Statement** arenaflex is committed to policies and practices of equality, diversity, and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under-representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview, and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. **Safeguarding Statement** arenaflex 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 as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. 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 the arenaflex Safeguarding policies for Adults and Children. Apply for this job