About arenaflex
At arenaflex, we believe in the transformative power of language and education to connect people across borders and build understanding between communities worldwide. Our mission is to support peace and prosperity by creating meaningful connections, fostering mutual understanding, and empowering individuals to reach their full potential through learning opportunities that transcend geographical boundaries.
As a global leader in international education and cultural exchange, arenaflex operates in over 200 countries and territories, with a physical presence in more than 100 nations. In recent years, we have reached hundreds of millions of people through our diverse programs and initiatives. We are proud to work directly with individuals to help them gain the skills, confidence, and networks they need to transform their lives and contribute to a better world. Whether it's learning English, accessing high-quality education, or gaining internationally recognized qualifications, arenaflex is committed to opening doors of opportunity for learners everywhere.
Our English Online program represents the pinnacle of our digital education offerings—a bespoke, 100% online English language course designed for adult learners worldwide. This innovative program enables customers to learn from anywhere in the world, putting them in control of their educational journey through a seamless self-serve experience. At the heart of this experience is our dedicated support team, ensuring that every learner has access to the guidance and assistance they need to succeed.
Purpose of the Role
The Sales and Customer Experience Executive at arenaflex plays a pivotal role in delivering exceptional customer service while supporting the commercial success of our English Online program. This position serves as the primary point of contact for both prospective and existing customers, ensuring rapid, high-quality support while contributing to sales growth and customer retention. You will be instrumental in creating positive first impressions, resolving inquiries efficiently, and building lasting relationships with learners across the United States.
This role offers an exciting opportunity to combine your sales acumen with your passion for customer service in a dynamic, fast-paced environment. You will be working at the intersection of customer experience and business development, helping to shape how learners perceive and engage with arenaflex's online education offerings.
Key Responsibilities
Customer Service Excellence
- Manage incoming customer service cases from active learners through to resolution, primarily via email and web live chat platforms
- Respond promptly and professionally to customer inquiries, ensuring a high level of satisfaction with every interaction
- Follow standard operating procedures (SOPs) and service level agreements (SLAs) to maintain exceptional service standards
- Handle payment support requests including cancellations, refunds, payment failures, and payment detail updates
- Document all customer interactions thoroughly in our CRM system to support accurate reporting and continuous improvement
- Escalate complex issues to appropriate internal teams while maintaining clear communication with customers about resolution progress
Sales Support and Business Development
- Serve as the first point of contact for potential new customers, providing comprehensive information about our English Online program
- Respond to sales inquiries quickly and effectively, with detailed information that encourages course registrations
- Actively support marketing campaigns and promotional activities, accurately describing program features and benefits
- Support re-marketing campaigns targeting customers with expiring packages who may wish to renew their subscriptions
- Identify upselling and cross-selling opportunities during customer interactions
- Collaborate with the sales and marketing teams to achieve enrollment targets
Reporting, Insights, and System Management
- Utilize Salesforce CRM and other management information systems to capture and organize customer data accurately
- Document all service interactions, enquiries, complaints, and resolutions to support business reporting
- Collect voice of customer feedback to help develop insights about customer needs and experience improvement opportunities
- Generate regular reports on customer service metrics, sales leads, and customer satisfaction indicators
- Identify trends in customer inquiries and proactively suggest improvements to processes and systems
Operational Support and Collaboration
- Work closely with the E-Commerce team, Shared Services Centre, and Technical Support team to resolve payment-related issues
- Collaborate with teams supporting the English Online learner portal to address service and information requests
- Liaise with Teaching Centre Sales and Customer Service teams on cross-functional enquiries
- Participate in process improvement initiatives and contribute to the development of standard operating procedures
- Support the implementation of new systems, tools, and processes as the organization continues to evolve
Essential Qualifications and Experience
- Educational Background: Diploma or Degree in Business, Communications, Education, or a related field, OR equivalent work experience (minimum 2 years in a comparable role)
- Customer Service Experience: Substantial experience (2+ years) in a customer service role, preferably in an online or digital environment
- International Context: Demonstrated experience working with international customers and understanding cross-cultural communication dynamics
- Technical Proficiency: Experience with Customer Relationship Management (CRM) platforms such as Salesforce, and proficiency with reporting tools and dashboards
- Computer Skills: Strong working knowledge of Microsoft Office applications, including Outlook, Excel, Word, and PowerPoint
- Language Proficiency: Native or near-native English language skills (written and verbal), with exceptional communication abilities
Preferred Qualifications and Experience
- Experience in the education technology (EdTech) or online learning industry
- Previous experience in a sales-support or business development role
- Familiarity with online payment systems and e-commerce platforms
- Knowledge of adult learning principles and English language teaching methodologies
- Experience with live chat and web customer service tools
- Additional language proficiency (particularly Spanish, Mandarin, or Arabic) is highly desirable
Skills and Competencies
Core Competencies
- Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex information clearly and persuasively
- Customer Orientation: Strong customer service ethic with a genuine desire to help customers succeed
- Problem-Solving: Ability to analyze issues quickly, think on your feet, and find effective solutions
- Attention to Detail: Meticulous approach to documentation, data entry, and process compliance
- Time Management: Excellent organizational skills with the ability to prioritize and manage multiple inquiries simultaneously
- Adaptability: Comfortable working in a dynamic, fast-paced environment with changing priorities
Technical Skills
- Proficiency with CRM systems (Salesforce preferred)
- Competence in using live chat and webchat platforms
- Strong data entry and documentation skills
- Basic understanding of HTML and web-based systems
- Familiarity with ticketing systems and knowledge bases
Interpersonal Skills
- Team player with excellent collaboration abilities
- Positive attitude and professional demeanor
- Ability to remain calm and composed under pressure
- Strong active listening skills
- Empathy and emotional intelligence in customer interactions
Career Growth and Development Opportunities
At arenaflex, we are committed to the professional development and career growth of our team members. As a Sales and Customer Experience Executive, you will have access to a range of opportunities to advance your career:
- Structured Training Programs: Comprehensive onboarding and ongoing training on our products, systems, and customer service best practices
- Career Progression Pathways: Clear advancement opportunities to Senior Customer Experience roles, Team Lead positions, or specialized roles in sales and business development
- Skill Development: Access to internal learning resources, workshops, and certification programs
- Global Exposure: Opportunities to work with diverse teams across different regions and understand global education markets
- Cross-Functional Experience: Possibility to rotate through different departments and gain broad experience in operations, marketing, and product management
We invest in our people because we believe that their growth directly contributes to our organizational success and the quality of service we provide to our learners.
Work Environment and Culture
arenaflex offers a supportive, inclusive, and collaborative work environment where diversity is celebrated and innovation is encouraged. Our culture is built on mutual respect, continuous learning, and a shared commitment to our mission of connecting people through education.
As part of our team, you will enjoy:
- A flexible and inclusive work culture that values work-life balance
- Access to cutting-edge technology and tools to support your success
- A diverse team environment with colleagues from around the world
- Regular team meetings and collaborative sessions
- Employee wellness programs and wellbeing support
- Recognition programs that celebrate outstanding performance and contributions
We are committed to equality, diversity, and inclusion in everything we do. We support all staff to ensure their behavior is consistent with this commitment, and we actively encourage applications from underrepresented groups. arenaflex is proud to be a Disability Confident Employer, guaranteeing interviews to disabled candidates who meet the essential criteria.
We are also committed to safeguarding children, young people, and vulnerable adults. We believe that everyone deserves to live in safe environments and have the right to be protected from all forms of abuse and exploitation.
Compensation and Benefits
arenaflex offers a competitive compensation package that recognizes your skills, experience, and contributions. Our benefits package includes:
- Competitive salary commensurate with experience and qualifications
- Annual performance-related bonuses
- Comprehensive health and wellness benefits
- Retirement savings plan with employer contributions
- Generous paid time off including vacation, sick leave, and public holidays
- Professional development budget for training and education
- Employee assistance program for personal and professional challenges
- Flexible working arrangements where possible
How to Apply
If you are passionate about customer experience, excited about sales, and want to be part of a global organization that makes a real difference in people's lives, we want to hear from you!
To apply for this position, please submit your resume and cover letter through our careers website. In your cover letter, tell us why you are interested in joining arenaflex and how your experience makes you the ideal candidate for this role.
We are accepting applications until the position is filled, so we encourage you to apply as soon as possible.
arenaflex is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, or any other protected characteristic.
Join arenaflex and be part of something meaningful—helping people connect, learn, and transform their lives through the power of education!