Experienced Sales and Customer Service Executive – English Online Customer Experience

Are you a highly motivated and customer-focused individual with a passion for delivering exceptional sales and customer service experiences? Do you have a proven track record of providing rapid, high-quality support to customers in a fast-paced, dynamic environment? If so, we want to hear from you! At arenaflex, we're committed to building connections, understanding, and trust between people in the UK and countries worldwide. Our mission is to support peace and prosperity by empowering individuals to gain the skills, confidence, and connections to transform their lives and shape a better world in partnership with the UK. We're currently seeking an experienced Sales and Customer Service Executive to join our English Online team, where you'll play a key role in delivering an exceptional customer experience, helping us learn more about our customers, and supporting commercial success. As a Sales and Customer Service Executive, you'll be responsible for ensuring rapid, high-quality customer service and support for new and existing customers, primarily via email and webchat.

About the Role:

As a Sales and Customer Service Executive, you'll be the central point of contact for customers, providing information, resolving service requests, and supporting the generation of new sales. You'll work closely with our English Online team to deliver an excellent customer experience, helping us learn more about our customers and driving 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:

+ 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.

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:

* A competitive salary and benefits package.

• Opportunities for career growth and professional development.
• A dynamic and supportive work environment.
• The chance to work with a global organization that makes a real difference in people's lives.

How to Apply:

If you're a motivated and customer-focused individual with a passion for delivering exceptional sales and customer service experiences, we want to hear from you! Please click the "Apply Now" button to submit your application. We look forward to hearing from you!

Equal Opportunities:

arenaflex 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 welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding:

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.

Application Process:

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