COMPANY DESCRIPTION

Established in 1951, Amideast is an American nonprofit organization dedicated to creating hope, opportunity, and mutual understanding among people in the Middle East, North Africa, and United States through life-changing opportunities for education and cultural exchanges. Working with local, regional, and international partners, we provide programs and services that improve educational opportunity and quality, expand access to U.S. study, empower youth and women, strengthen local institutions, and develop language and professional skills for success in the global economy. Headquartered in Washington, D.C., Amideast operates offices in 11 countries in the MENA region. For more information, visit us at www.amideast.org.

POSITION DESCRIPTION

Under the supervision of the Marketing and Customer Service Manager, the incumbent is one of the points of contact on all Amideast marketing campaigns, promotional efforts, and presence in external events. S/he is also the first point of contact for all external Amideast presence, identifies potential areas for Amideast exposure and makes sure Amideast is properly represented in such events. S/he is also one of the main points of contact for book distribution coordinates with finance, customers, and relevant departments. S/he is the first point of contact to our outside clients and acts as a liaison between customers and Amideast. S/he provides timely and accurate information on Amideast services to current and prospective clients.

S/he registers students for paper and computer-based exams and manage test-takers upon arrival, registers candidates in different program courses and manages candidates upon arrival. The incumbent increases awareness about Amideast’s services, provides outstanding customer service, and ensures customer retention and satisfaction with the service provided. S/he conducts research to capture the data about the marketplace and assists in developing a data base of current and potential clients, along with interacting with incoming clients. S/he supports all official testing activities conducted by Amideast Jordan and backs up the other Communications and Customer Service Officer’s position.

RESPONSIBILITIES

Main Duties:

Marketing:

• Over sees marketing campaigns and all promotional efforts in coordination with Marketing and Customer Service Manager
• Coordinates with designers and/or agency on all needed graphics and media
• Coordinates with Marketing and Customer Service Manager on all marketing campaign documentation and reporting
• Handles JorMall messaging system, and all survey reporting
• Point of contact for all external events and Amideast’s external presence
• Point of contact for all book distribution to customers and courses in relevance with finance and departments
• Handles internal Knowledge base updates and edits.
• Main point of contact for Call center, is responsible for updates, quality assurance and feedback.​

Customer Service: (In coordination with the Communications and Customer Service Officer)

• Deals directly with customers via phone, email, mail, social media, or face to face
• Handles and resolve customers’ issues
• Performs customer verification
• Obtains and evaluates all relevant information to handle inquiries and complaints
• Records details of customer interactions and transactions inquiries, comments, complaints, and actions taken
• Communicates and coordinates with internal departments regarding customers’ inquiries
• Responds accurately, professionally and in a timely manner to clients’ questions, suggestions, complaints, orders, cancelations, and other queries
• Completes and distributes various documents related to Amideast’s functions
• Processes orders, forms, applications, and requests
• Registers students in courses, projects, and tests. Works on the ProClass system to record sales transactions. Takes payment and/or payment information
• Greets and directs visitors and customers. Provides assistance to them as required. Acts as the organization’s gatekeeper
• Compiles and updates data related to areas of Amideast’s activity
• Reads from scripts to market and sell Amideast’s services, or to respond to customers’ queries
• Types, photocopies, and distributes documents related to reception
• Equips the customer service area with what is needed, checks on the readiness of serving customers and all CS systems
• Oversees matters related to the cash, cash boxes, prints, and signs cash box reports
• Reports daily and weekly registration numbers to departments and Country Director
• Handles online payments (eFawatreecom, confirmation letters, registration)
• Handles book distribution for general courses
• Issues Verification letters
• Oversees Amideast inventory and stock for banners, rollups, notebooks, pens, etc.
• Archives cash box reconciliation reports and registration forms
• When needed, backs up the Communications and Customer Service Officer
• Any other work-related tasks

QUALIFICATIONS AND SKILLS

Required

• A bachelor’s degree in a relevant field
• A minimum of 1 year of relevant experience
• Fluency in Arabic and Proficiency in English is B2 (CEFR Level Alignment)
• Computer literacy in MS Office
• Ability to multi-task and prioritize responsibilities
• Excellent oral communication and interpersonal skills
• Must possess problem-solving skills
• Organization skills
• Manage time efficiently
• Able to work under pressure and meet short deadlines
• Approachable and professional
• Service-oriented: Actively looking for ways to help people
• A self-starter, positive work attitude and a team player
• Respects and exercises confidentiality
• Dependable and professional

WORK ENVIRONMENT

The incumbent in this position will work in a professional office environment and will utilize the following equipment when working from the corporate office or remote home office (either on a full time, temporary, or hybrid basis).

• Computer (laptop or desktop)
• Printer/Photocopier/Scanner/Fax
• Telephone

Up to 5% business travel may be needed to support Amideast/Jordan as needed.

The position requires the availability to work in shifts.

The physical demands and work environment that have been described is representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position description is an overview of the major functions and requirements of this position. This document is not intended to be an exhaustive list encompassing every duty and requirement of the position; the Employee’s Manager may assign other duties as related or as otherwise deemed appropriate and necessary within the general scope, without the need for additional compensation.

Amideast is an equal opportunity employer and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.

Positions that involve interaction with children will be required to read, acknowledge, and comply with and attend special training in accordance with the Child Protection and Safeguarding policy. All Amideast representatives must comply with the Code of Conduct and all applicable organizational policies which include but are not limited to, Anti-Human Trafficking and Prevention of Sexual Exploitation and Abuse.

Amideast provides covered training opportunities for its staff within its current portfolio of offered services and that it invests in the advancement of its staff’s capabilities and skills to better perform at their roles.

Please note only the shortlisted candidates will be contacted. Interviews will be conducted on rolling basis and the vacancy will be closed when filled.

We encourage applicants with disabilities to apply, provided they meet the essential qualifications and requirements for the position. We are committed to creating an inclusive and accessible work environment for all candidates.