Senior Sales & Customer Service Executive – English Online – arenaflex – Remote (USA) – CRM & Multilingual Support Specialist

About arenaflex

arenaflex is a global leader in education, cultural exchange, and international development. With a heritage of fostering connections between people, ideas, and opportunities, arenaflex works across more than 200 countries and territories, reaching hundreds of millions of learners each year. Our mission is to build peace and prosperity by empowering individuals with the skills, confidence, and networks they need to transform their lives and shape a better world. As a digital‑first organization, arenaflex delivers high‑impact programmes online, enabling learners to study from anywhere, at any time, while maintaining the same rigorous standards and personal support that have defined our brand for decades.

Role Overview

The English Online programme is arenaflex’s flagship 100 % online adult English course. It provides a self‑serve learning experience that puts the learner in control, while offering a dedicated point of contact for guidance, issue resolution, and sales support. As a Sales and Customer Service Executive, you will be the frontline ambassador for arenaflex’s English Online brand, delivering exceptional service, capturing valuable customer insights, and driving new enrolments. This role blends high‑touch customer care with proactive sales enablement, ensuring that every interaction contributes to both a superior learner experience and the commercial success of the programme.

Key Responsibilities

• Provide rapid, high‑quality support to new and existing learners via email, web‑chat, and other digital channels.
• Adhere to standard operating procedures (SOPs) and meet service level agreements (SLAs) for timely case resolution.
• Act as the primary contact for prospective customers, delivering accurate information that encourages registration.
• Collaborate with internal support teams to resolve complex service requests, including payment issues and technical queries.
• Utilise Salesforce CRM and related management information systems to record customer interactions, capture the voice of the customer, and generate actionable insights.

Main Accountabilities

Customer Service

• Manage inbound service cases from active learners, guiding them from initial contact through to successful resolution.
• Follow SOPs and SLAs rigorously to maintain high satisfaction scores and reduce response times.
• Handle payment‑related enquiries—including cancellations, refunds, payment failures, and updates to payment details—ensuring compliance with financial policies.

Sales Support & Engagement

• Respond swiftly to sales enquiries, providing detailed programme information that highlights benefits and differentiators.
• Log all new sales leads accurately in the CRM, supporting marketing campaigns and promotional activities.
• Assist the English Online team with targeted communications to existing learners, promoting upsells, renewals, and special offers.
• Execute re‑marketing initiatives for learners with expiring packages, encouraging re‑enrollment through personalized outreach.

Reporting, Insight & Systems

• Document every customer interaction, complaint, and resolution in Salesforce to enable precise reporting and trend analysis.
• Gather and analyse voice‑of‑customer data, translating feedback into recommendations for product, process, and service improvements.
• Produce regular performance dashboards for senior leadership, highlighting key metrics such as response time, resolution rate, and conversion ratios.

Operational Support

• Execute SOP‑driven tasks that facilitate the resolution of complex service requests, ensuring a seamless learner journey.
• Identify recurring issues and work with product and technical teams to implement preventative measures.

Relationship & Stakeholder Management

• Partner with the E‑Commerce, Shared Services, and Technical Support teams to resolve payment‑related tickets and flag systemic problems.
• Collaborate with the learner‑portal support team to address information requests and technical difficulties.
• Serve as an escalation point for Teaching Centre Sales and Customer Service teams, providing expertise on English Online enquiries.

Essential Qualifications & Experience

• Diploma, degree, or equivalent qualification (minimum two years of relevant work experience).
• Proven track record in a customer service role, preferably within an international or online‑learning environment.
• Experience interacting with customers from diverse cultural backgrounds and time zones.
• Hands‑on experience with Customer Relationship Management (CRM) platforms, particularly Salesforce, and familiarity with reporting tools.
• Strong working knowledge of Microsoft Office applications (Word, Excel, PowerPoint, Outlook).

Preferred Skills & Competencies

• Excellent written communication skills in English; additional language proficiency is a plus.
• Ability to multitask, prioritize, and manage a high volume of concurrent enquiries without compromising quality.
• Analytical mindset with the capacity to interpret data, identify trends, and propose actionable improvements.
• Customer‑centric attitude, demonstrating empathy, patience, and a solutions‑oriented approach.
• Self‑motivation and a proactive stance toward continuous learning and professional development.
• Familiarity with online education platforms, e‑learning tools, or SaaS products.

Career Development & Learning Opportunities

arenaflex invests heavily in the growth of its people. As a Sales and Customer Service Executive, you will have access to a structured learning pathway that includes:

• Internal training modules on advanced CRM usage, data analytics, and customer experience design.
• Mentorship programmes pairing you with senior leaders in sales, marketing, and product development.
• Opportunities to participate in cross‑functional projects, gaining exposure to strategic initiatives across the organisation.
• Support for external certifications (e.g., Certified Customer Service Professional, Salesforce Administrator) through tuition reimbursement.
• Clear promotion tracks leading to senior customer experience, sales enablement, or operations management roles.

Work Environment & Culture at arenaflex

arenaflex fosters an inclusive, collaborative, and innovative workplace. Our remote‑first policy empowers employees to work from anywhere in the United States while staying connected through regular virtual team‑building activities, digital coffee chats, and global town‑hall meetings. We celebrate diversity, encourage open dialogue, and champion a culture where every voice is heard. Employees benefit from:

• Flexible working hours that respect work‑life balance and accommodate different time zones.
• A supportive leadership team that values feedback and invests in employee wellbeing.
• Access to a global network of colleagues, enabling knowledge sharing and cultural exchange.
• Commitment to equality, diversity, and inclusion, with dedicated employee resource groups and inclusive policies.

Compensation, Benefits & Perks

arenaflex offers a competitive remuneration package aligned with market standards for the United States. While exact figures will be discussed during the interview process, candidates can expect:

• Base salary commensurate with experience and qualifications.
• Performance‑based bonuses tied to customer satisfaction and sales conversion metrics.
• Comprehensive health, dental, and vision insurance plans.
• Retirement savings options, including 401(k) matching contributions.
• Generous paid time off, parental leave, and holidays.
• Professional development budget, wellness programmes, and employee assistance services.
• Access to arenaflex’s online learning catalogue, allowing you to pursue personal and professional growth at no cost.

Application Process & Next Steps

To be considered for this role, you must have the legal right to work in the United States. The selection process typically includes:

• Initial screening of your application and CV by the talent acquisition team.
• One or two virtual interviews focusing on competency‑based questions, scenario handling, and cultural fit.
• A practical exercise or role‑play that assesses your ability to manage a customer service case and drive a sales conversation.
• Reference checks and, where applicable, background verification in line with arenaflex’s safeguarding policies.

All applications must be submitted through the official careers portal. If you encounter technical difficulties, please use the designated “ASK HR” contact for assistance. Applications sent directly via email will not be reviewed.

Join arenaflex and Make an Impact

If you are passionate about delivering world‑class customer experiences, enjoy working in a dynamic, multicultural environment, and are eager to contribute to a mission that empowers learners worldwide, we invite you to apply today. Become part of arenaflex’s legacy of building bridges across borders, fostering understanding, and creating opportunities for millions of people.

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