Customer Service Representative

UCCD University Centers for Career Development; United States; Remoto; USD 35.000 - 50.000; Tempo pieno

Descrizione del lavoro

UCCD University Centers for Career Development is seeking a Customer Service Representative for a full-time remote role. You will support students, graduates, and partners via email, phone, and online platforms, guiding them through registrations and access to career services.

Strong English communication, empathy, and experience in customer service or student services are essential. Remote collaboration with university staff will ensure high-quality, timely assistance.

Competenze

• Strong customer support skills with experience in customer service.
• Ability to manage and improve customer experience in education or nonprofit settings.
• Excellent verbal and written English; Arabic knowledge is a plus.
• Comfort using CRM or ticketing systems and digital communication tools.
• Strong organizational and time-management skills in a remote setting.
• Empathy, patience, and problem-solving when dealing with diverse stakeholders.
• Experience in student services, call centers, or help desks preferred.
• Degree in communications, business, social sciences, or related field.

Mansioni

• Respond to inquiries via email, phone, and online platforms.
• Provide accurate information about programs, events, and resources.
• Guide users through registration, scheduling, and access to career services.
• Handle service requests, resolve issues, and escalate complex concerns.
• Document interactions in customer support systems and track trends.
• Collaborate with staff across universities to ensure consistent service quality.

Conoscenze

Customer service

Communication

CRM experience

Remote work

Empathy

Time management

Multitasking

Teamwork

Formazione

Bachelor's degree

Strumenti

CRM software

Descrizione del lavoro

Company Description

UCCD (University Centers for Career Development) is a nationwide initiative led by The American University in Cairo (AUC) and supported by USAID to enhance career education and employability for public university students across Egypt. By 2026, the project will establish 46 centers in public, technical, and not-for-profit universities, reaching around one million students, including students with disabilities. UCCD staff deliver a wide range of services that help students navigate career choices and transition successfully from university to the workforce. Through partnerships with university administrations and training providers, the centers offer programs in Career Management, Employability Skills, English language, Technical training, Entrepreneurship, and Digital literacy. These efforts aim to bridge the gap between academic outcomes and labor market needs, increasing graduates' competitiveness and their contribution to Egypt's future development.

Role Description

The Customer Service Representative is a full-time remote role responsible for supporting students, graduates, and partners who interact with UCCD centers and services. The role includes responding to inquiries via email, phone, and online platforms; providing accurate information about programs, events, and resources; and guiding users through registration, scheduling, and access to career services. The representative will handle service requests, resolve issues, and elevate complex concerns to the appropriate team members while maintaining timely, professional communication. Daily tasks also involve documenting interactions in customer support systems, tracking recurring questions or challenges, and suggesting improvements to enhance the overall user experience. The role collaborates with UCCD staff across different universities to ensure consistent service quality and contribute to student satisfaction and engagement.

Qualifications

• Strong customer support skills, including experience in customer service and customer satisfaction.
• Ability to manage and improve customer experience, ideally in an educational, nonprofit, or service-oriented environment.
• Excellent verbal and written communication skills in English; Arabic proficiency is highly beneficial.
• Comfort using digital tools and online communication platforms; experience with CRM or ticketing systems is a plus.
• Organizational and time-management skills, with the ability to handle multiple inquiries and tasks in a remote setting.
• Demonstrated empathy, patience, and problem-solving abilities when dealing with diverse stakeholders, including students with different needs.
• Previous experience in student services, call centers, or help desks is preferred.
• Relevant diploma or bachelor's degree in communications, business, social sciences, or a related field is advantageous.