وظائف British Council مطلوب موظفين خدمة عملاء بمرتبات مجزية

وظائف British Council مطلوب موظفين خدمة عملاء بمرتبات مجزية 

Call Centre Officer – Cairo, Egypt

Main Duties:

Customer Service Delivery:

Contribute to the development of an efficient integrated and motivated Customer Services team which champions British Council values and Customer Services Excellence and work effectively with Colleagues across all activity streams.

Promote the sales of examinations and Teaching centre products and services, as well as provide information and support regarding British Council programmes.

Support the delivery of customer services strategy as required based on the customer services Excellence standard. 

Act as a Customer Services Duty Officer (CSDO) for customer services issues, complaints and incidents management. Ensures full coordination with other Customer Service Duty Officers (CSDO).

Rotate Duty Officer Responsibilities with other Customer Services Officers.

Handle customers` and students` complaints and feedback received via Call Centre. Act upon them in a timely manner according to the British Council Complaints policy and the Customer Services standards.

Liaise with other business units to ensure most updated information is cascaded to Call Centre staff.

Management and Administration Support

Assure all Call Centre specific back – office tasks are handled according to Service Level Agreement, Customer Services Excellence and British Council Policy. 

Act on Mystery Shopping/Customer Effort Assessment results and customer feedback.

Draw a monthly rota for Call Centre Assistants, ensure adequate coverage at all times and detailing breaks and leaves.

Provide on-going team performance reports and dashboards to Customer Services Manager and Head of Customer Services & registration. 

Coordinate all necessary training and briefings with the Teaching Centre and Examination business units, as well as Customer Services (front and back offices).

Develop all reference materials needed for Call Centre Assistants; ensuring materials are continually updated with any relevant changes.

Develop all documentation on processes and procedures relevant to Call Centre.

Assess and maintain call quality standards as per British Council standards framework by monitoring calls and conducting coaching sessions to staff to improve quality.

Liaise with Agouza, Heliopolis and Alexandria Officers to ensure all Centre-relevant information is provided in a prompt and effective manner to be communicated to callers accordingly.

To Apply