Customer Service & Authentication Representative

QUALIFICATIONS:      

• Bachelor’s degree in Business Administration, Marketing, Education, or related field
• 3-4 years of experience in customer service, marketing, sales, front desk management, call center and administrative role
• Excellent organizational, interpersonal, time management, and communication skills
• Ability to adapt/respond to different types of characters
• High attention to detail and the ability to multitask and adapt
• Ability to take initiative and prioritize responsibilities
• Excellent computer skills including MS Office; high proficiency in Excel is required
• Fluency in English and Arabic is a must
• Willingness to work after hours, if needed
• Lebanese citizenship

ESSENTIAL JOB RESULTS:

1. PROVIDES DIRECT FRONT-DESK CUSTOMER ASSISTANCE to ENSURE 100% CliENT SATISFACTION and enhance the image of amideast

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welcoming all callers and visitors in a friendly, helpful, timely and professional manner; providing accurate information and support to customers by phone, in-person, and by responding to inquiries received via email on the same day emails arrive; directing inquiries to other colleagues, as appropriate, for more in-depth guidance; conducting cross-marketing to direct customers to other programs and services that might benefit them; promoting all departments’ current programs; facilitating the resolution of customer complaints and queries taking care to alert supervisor if any customer appears unsatisfied; and conducting all work with the highest ethical standards, professionalism, and discretion.

1. PROCESSes CUSTOMER CASH TRANSACTIONS WITH 100% ACCURACY

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processing customer cash transactions with 100% accuracy and maximum customer satisfaction in a timely manner and in compliance with all organizational accounting procedures.

1. ASSISTs with SECURITY ISSUES TO ENSURE A SAFE ENVIRONMENT FOR EMPLOYEES AND CLIENTS

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maintaining vigilance with respect to potential or emerging security problems, such as shoplifting or inappropriate customer behavior, monitoring security camera screens, alerting supervisor and coordinating with other staff as needed.

1. Performs general administrative duties TO SUPPORT EFFECTIVE OPERATIONS

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collecting information from all departments for the daily bulletin for all staff; maintaining any required mail and courier records; coordinating with Program Associate for Marketing and Administration to ensure all displays in the reception area are up-to-date; and training and supervising any interns or temporary help engaged in customer service.

1. HANDLES bookS project to increase sales and safeguard inventory

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noting when inventory levels get low and placing a purchase request with the Accountant; advising EL and Training departments about low inventory levels of EL and PMBOK® Guide books respectively; performing an inventory count with the Accountant on a monthly basis; providing feedback to the Finance and Administration Manager and the Accountant about which items are more requested than others; providing feedback about pricing for obsolete items; and safeguarding inventory.

1. Promotes ALL programs and services to raise customer awareness AND INCREASE SALES

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greeting all walk-in visitors and clients in the reception area and suggesting additional programs, services, and events that might benefit them or others that they know; and assisting with promotion of all departments’ programs and services.

1. provides FRIENDLY customer Service, maintains customer confidence, and enhances the image of Amideast

by

welcoming all callers and visitors in a helpful and courteous manner; directing all customer inquiries to appropriate departments; addressing customer inquiries with accurate and proper information; taking care to alert supervisor if any customer appears unsatisfied; and conducting all work with the highest ethical standards and discretion. 

1. contributes to team effort TO ENSURE ALL Amideast GOALS ARE MET

by

supporting any new initiatives or issues as requested by supervisor; providing support for urgent work of other departments as needed; conducting all work in a professional and collegial manner; and taking the initiative to proactively identify ways to improve our work and services to ensure the best possible environment for clients.

1. CONTRIBUTES TO ENSURING A SAFE AND PROFESSIONAL WORKING ENVIRONMENT FOR STAFF, CUSTOMERS, AND VISTORS

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Maintaining vigilance about potential security problems (such as unattended bags or inappropriate visitor behavior); and alerting and coordinating with the security guard, Office Manager, and IT Manager to address such issues immediately.

1. CONTRIBUTES TO TEAM EFFORT TO ENSURE ALL AMIDEAST GOALS ARE MET

by

supporting any new initiatives or issues as requested by department managers; providing support for urgent work of other departments as needed; conducting all work in a professional and collegial manner; and taking the initiative to proactively identify ways to improve our work and services to ensure the best possible environment for clients.

1. PROVIDES ACCURATE AND TIMELY AUTHENTICATION SERVICES TO CLIENTS

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investigating whether institution is accredited and the appropriate procedure for ordering transcript or conferral of degree letter; helping clients complete the necessary authentication release forms; submitting and tracking the progress of transcripts requested; confirming authenticity of client degrees upon receipt of transcripts or conferral of degree letters; preparing the authentication documents and notifying clients when ready; submitting daily authentication requests as well as documents received from U.S. institutions to supervisor for signature; and immediately bringing questionable cases to the attention of supervisor.

1. PROVIDES ACCURATE AND TIMELY ACCREDITATION SERVICES TO CLIENTS

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checking the accreditation of the U.S. universities and programs from which they obtained their degrees and certificates; preparing letters of accreditation; and submitting daily accreditation letters to supervisor for signature.

1. PROVIDES PROFESSIONAL TESTING SERVICES IN COMPLIANCE WITH ALL REQUIRED CLIENT PRACTICES

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welcoming Prometric test candidates and performing check-in procedures in coordination with TCM; providing timely and friendly customer service to testing clients; proctoring CBT administrations according to all required procedures; maintaining CBT certification and replacing testing staff when needed; and keeping TCM informed in real time about any incidents or unusual developments while administering tests.

This position description is not intended to be all-inclusive, and the employee will also perform other reasonable related business duties. Amideast reserves the right to change job duties and responsibilities as needed. This position description does not constitute a written or implied contractual agreement