Purpose of job:
To provide a professional and efficient integrated customer services on the full range of British Council's activities and services and to meet Customer Service Excellence standards in all contacts with customers, be that through face to face or emails.
Context and environment:
The customer services team consists of
Head of Customer Services & Registration, one Customer Services & Registration Manager, one Finance & Administration Manager, four Customer Service Officers, fifteen Customer Service Assistants, and five Call Centre agents who are responsible to provide on daily basis first line support to the British Council customers. As the first point of contact for our customers (face-to-face, telephone or email) the team plays a vital role in maintaining customer relations and promoting the British Council's activities and products. The Customer Services Assistant is mainly the first point of contact for our customers who walk in and/or email with requests and is responsible to attend to these enquiries and /or requests.
Accountabilities, responsibilities and main duties:
All enquiries received in person or by mail/e-mail are dealt with in a friendly and professional manner. This includes Teaching Centre, Exams and UK education/information enquiries (face to face and email). All enquiries (written and oral) are responded to according to Customer Service Excellence standards and meet Teaching and Examinations Quality Standards (TQS & EQS)
1. Customer Service Delivery
To assist with the delivery of an integrated service to corporate standards which meets the needs of internal and external customers to enable all departments to meet their agreed targets:
• Assisting in answering all types of first level enquiries relating to British Council activities in country.
• Assisting with dealing with second level (specific) enquiries or referring them to the appropriate person within the office who can deal with them.
2. Registration & Finance
• To register customers and to collect income received and transfer it accurately.
• Use relevant systems to maintain records on the system & complete daily reconciliations.
3. Back Office support
To carry out a range of back office tasks including post registration services, Campus/finance related tasks, supporting corporate client registration, data handling, support for delivery of events and maintenance for contacts and Call Centre platform. To assist with the day to day back office administration of the Teaching Centre and Exams departments as needed, co-ordinated by the Customer Services Manager and Officers including but not limited to:
• Deliver accurate and friendly registration services to Teaching Centre students and Examinations candidates to meet customer needs and to enable targets to be met
• Handling Exams and Teaching Centre back office tasks within the Service Levels Agreements agreed and according to Quality Standards and guidelines
• Attending to verification and stamping requests
• Inputting customer data on CAMPUS
• Contacting Teaching Centre and Exams customers to notify them of term/registration/exam date/venues, drop out surveys, waitlisted students
• Inputting data into Exams MIS sheets, ESOLCOMMS, Edexcel online registration.
• Attending to signage, Front Line news, Call Centre platform and alike in a timely manner
• Requests for transfers and refunds are processed according to Teaching Centre & Examinations policy
• Corporate clients are preregistered and registered according to Teaching Centre policy
• Call Centre and Contacts database are maintained accurate and up-to-date
• Ensure all materials and displays are always up to date and shelves are accurate appropriately classified, labelled, displayed and sign-posted in the Reception area
Job Details
| Date Posted: | 2013-03-21 |
| Job Location: | Cairo, Egypt |
| Job Role: | Customer Service |
| Company Industry: | Education, Training, and Library |
Preferred Candidate
| Career Level: | Entry Level |
| Gender: | Female |
| Nationality: | Egypt; United Kingdom |
| Degree: | Bachelor's degree / higher diploma |
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