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About arenaflex
At arenaflex, we believe in the transformative power of language and education to connect people across cultures and borders. Our mission is to build bridges of understanding, foster global communication, and empower individuals worldwide to achieve their full potential through high-quality English language learning experiences. As a leading organization in international education, we work directly with learners from over 200 countries and territories, reaching millions of people annually through our innovative digital platforms and educational programs.
Our English Online program represents the pinnacle of our commitment to accessible, flexible, and effective language education. This 100% online platform enables students from anywhere in the world to master English at their own pace, guided by world-class curriculum and supported by dedicated professionals like you. We put learners in control of their educational journey while ensuring they have access to exceptional support whenever they need it.
Purpose of the Role
Join arenaflex as a Sales and Customer Experience Executive for our English Online program, and become an integral part of a team that is revolutionizing how people learn English globally. This pivotal role combines customer service excellence with sales support, creating a seamless experience for both prospective and existing learners. You will serve as the primary point of contact for customers, helping them navigate their learning journey, resolve issues, and ultimately achieve their language goals.
The ideal candidate thrives in a dynamic, fast-paced environment where they can make a meaningful impact on people's lives through exceptional service. You will be responsible for delivering an outstanding customer experience while contributing to the commercial success of our English Online platform. This is an excellent opportunity for professionals who are passionate about education, customer satisfaction, and driving results in a globally recognized organization.
Key Responsibilities
Customer Service Excellence
- Provide rapid, high-quality customer service and support for both new and existing customers primarily through email and webchat channels, ensuring every interaction exceeds expectations
- Manage incoming customer service cases from active learners through to complete resolution, maintaining a customer-first approach throughout the entire process
- Follow standard operating procedures (SOPs) meticulously and deliver against service level agreements (SLAs) to resolve service cases appropriately and efficiently
- Handle incoming payment support requests, including processing cancellations, processing refunds, resolving payment failures, and updating payment details with accuracy and professionalism
- Serve as the central point of contact for potential new customers, providing comprehensive information about our English Online programs and supporting the generation of new sales
Sales Support and Engagement
- Respond to potential new sales enquiries quickly, effectively, and with a superior level of information to encourage course registrations and program adoption
- Actively support marketing efforts and promotional campaigns, ensuring all new sales enquiries are properly logged and that any features or promotions are described accurately and compellingly
- Support the English Online team with communications and promotions to existing customers, helping drive engagement and retention across campaigns
- Support re-marketing campaigns targeting customers with expiring packages who may wish to renew or repurchase their learning programs
- Provide operational support to resolve service requests and liaise with other support teams where necessary to ensure comprehensive customer care
Reporting, Insight, and Systems Management
- Utilize Salesforce CRM and other management information systems to capture customer data accurately and comprehensively
- Document all customer service interactions, enquiries, complaints, and resolutions on the CRM platform to support accurate reporting and analytics
- Capture voice of customer feedback to help develop valuable insights about our customers and identify opportunities for improving all areas of their experience
- Generate reports and analysis that help the business make data-driven decisions about customer experience improvements
Operational Support and Collaboration
- Follow standard operating procedures that may be required to help resolve customer support requests efficiently and consistently
- Work collaboratively with payment support teams including E-Commerce, Shared Services Centre, and technical support teams to ensure payment support tickets are resolved promptly
- Identify and report any repeat problems with payment solutions to help improve overall service delivery
- Collaborate with teams supporting the English Online learner portal to help resolve service and information requests related to the platform
- Occasionally act as a communication point for Teaching Centre Sales and Customer Service teams that have sales or customer service enquiries for English Online
Essential Qualifications and Experience
- Educational Background: Diploma, Degree, or equivalent qualification, or equivalent work experience (minimum 2 years in a related field)
- Customer Service Experience: Substantial experience in a customer service role, demonstrating proven ability to handle customer enquiries professionally and effectively
- International Context: Experience of working in an international context and with international customers, showcasing cultural awareness and global mindset
- Technical Proficiency: Experience with Customer Relationship Management (CRM) platforms and reporting tools, preferably Salesforce
- Digital Literacy: A working knowledge of Microsoft Office applications including Excel, Word, and Outlook
- Communication Skills: Excellent written and verbal communication skills in English, with the ability to convey information clearly and professionally
- Problem-Solving: Strong analytical and problem-solving abilities to address customer issues effectively and efficiently
Preferred Qualifications and Experience
- Previous experience in the education technology (EdTech) or online learning industry
- Familiarity with online payment systems and e-commerce platforms
- Experience in B2C sales support roles
- Knowledge of additional languages beyond English
- Experience with live chat software and omnichannel customer support platforms
Skills and Competencies Required for Success
To excel in this role at arenaflex, you will need to demonstrate a unique blend of skills and competencies that enable you to deliver exceptional customer experiences while contributing to our commercial objectives:
- Customer Centricity: A genuine passion for helping customers succeed, with the ability to empathize, listen actively, and provide solutions that meet their needs
- Communication Excellence: Outstanding written and verbal communication skills that enable you to convey complex information clearly and persuasively
- Adaptability: The flexibility to work across different time zones and adapt to evolving business requirements in a rapidly changing environment
- Tech Savviness: Comfort with learning new systems and tools quickly, with a passion for leveraging technology to enhance customer experience
- Collaboration: Strong teamwork skills with the ability to work effectively across departments and with external stakeholders
- Attention to Detail: Meticulous attention to process adherence and documentation standards
- Resilience: The ability to remain positive and professional under pressure, especially when handling challenging customer situations
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the professional development and career growth of our team members. This role offers numerous opportunities for learning and advancement:
- Comprehensive onboarding program that will equip you with the knowledge and skills needed to succeed in your role
- Continuous training and development opportunities in customer service best practices, sales techniques, and industry trends
- Exposure to cutting-edge EdTech platforms and CRM systems, building valuable technical skills
- Career progression pathways into senior customer service roles, team leadership positions, or specialized roles in sales and marketing
- Networking opportunities within a globally recognized organization with presence in over 100 countries
- Regular performance reviews and development conversations to support your career aspirations
Work Environment and Culture at arenaflex
arenaflex is more than just an workplace – it is a community of dedicated professionals who share a common purpose of connecting people through education and cultural understanding. Our culture is built on values of inclusivity, respect, and excellence. We believe that diverse perspectives strengthen our organization and enable us to better serve our global audience.
As part of our team, you will enjoy a collaborative and supportive work environment where your contributions are valued and recognized. We are committed to maintaining a positive workplace where innovation thrives and where every team member has the opportunity to make a meaningful impact. Our commitment to equality, diversity, and inclusion means we welcome applications from all backgrounds and ensure everyone has the chance to succeed.
We take pride in our supportive approach to work-life balance and understand the importance of mental wellbeing. Our policies and practices reflect our dedication to creating a healthy, supportive, and engaging workplace for all employees.
Compensation, Perks, and Benefits
We offer a competitive compensation package that reflects the importance of the role and the value we place on our team members. Our comprehensive benefits package includes:
- Competitive salary with regular performance-based reviews
- Health and wellness benefits including medical, dental, and vision coverage
- Generous paid time off and holiday allowance
- Professional development budget for training and career advancement
- Employee assistance program providing support for personal and professional challenges
- Access to arenaflex learning resources and educational programs
- Modern office facilities with collaborative workspaces
Join Our Mission
If you are ready to make a difference in the lives of learners around the world while advancing your career in a dynamic, globally recognized organization, we encourage you to apply for this exciting opportunity. At arenaflex, you will be part of something truly meaningful – helping people from all walks of life gain the language skills, confidence, and connections they need to transform their lives and shape a better world.
We are looking for passionate individuals who share our commitment to excellence in customer service and who are excited about the opportunity to contribute to our mission. If you have the skills, experience, and drive to succeed in this role, we want to hear from you.
Apply now and become part of the arenaflex family – where education meets innovation, and every interaction matters.
Note: arenaflex is committed to safeguarding children, young people, and adults who we work with. We believe that everyone deserves to live in safe environments and have the right to be protected from all forms of abuse and exploitation. Appointment to this position will be dependent on thorough checks being completed, including qualification checks, reference checks, identity verification, and criminal record checks in line with legal requirements and with arenaflex's safeguarding policies.