Customer Service Assistant

Customer Service KSA is one of the busiest centres in the region, offering high quality teaching, examinations and a range of other educational and cultural services. The main aim of this job is to maintain regular communication with customers visiting the front office for any services and to be responsible for some admin work related to placement test and registration period.

The British Council is open to customers from 9:00 to 21:00 from Saturday till Thursday. The Customer Services Team work a range of shifts designed to meet customers’ needs within these times and within operational constraints. On occasions, the post holder might be required to work outside the standard working hours and during the weekend.

To ensure the smooth day-to-day running of practical aspects of the customer service by:

-Photocopying material

-To assist TC, exams and CS with display work

-To help when necessary to give publicity materials

-Keeping the waiting area tidy

-Checking the waiting area equipment

-Preparing the waiting area and placement tests area

To deliver high standards of customer care by:

-Welcoming the customers at the front office and help them to choose the correct option from the queuing system

-Calls the waiting list customers

-Monitore the waiting area

-Directing customers to the placment test classes

-Directing Customers enquiries to the right person

-Assisting with queries as required

-Phoning students to update them on information and services as well as running telephone surveys as requested.

To help with placement testing setup by:

-Preparing all rooms as required

-Preparing the number cards

-Storing tests in a tidy fashion

Respond to all F2F, phone and emails enquiries in a positive and professional manner in accordance with the British Council Customer Service Standards and Policies, as outlined in the Customer Management Framework.

Deliver Teaching Centre and Exams Department registration service enquiries and support in an efficient manner and in accordance with Teaching and Exams Quality Standards. These will help the English and Exams Team meet their ambitious targets.

By following enquiry guidelines, ensure that where appropriate enquiries and feedback are passed on to the relevant British Council person and department.

Refer to the Service Level Agreement to ensure they are clear on what is and what is not expected of them.

Promote and cross sell BC products and services in a professional manner.

Perform Call Centre and front office related administration and financial tasks in a timely manner to ensure smooth running of Call Centre operation

The customer service team represent the organisation to a wide range of our audiences, including in excess of 15,000 individual teacher centre students (including adults, young learners and their parents) and more than 30,000 examination candidates each year face to face, as well as more than 35,000 enquiries by F2F, email or telephone each month. These enquiries cover a range of needs including:

Information about our public, corporate, and Young Learner courses

Information about our professional skills courses and workshops

Information about the wide range of examinations we offer including IELTS, ESOL, professional education and school exams.

Requests for information about certification of degrees, qualifications etc

Enquiries about partnerships or other relationships

Assisting students to book placement tests

Solving customer complaints

In order to serve our external customers, customer service Agents work particularly closely with the Customer Service Team, Teaching Centre and Exams Departments. Due to the nature of the role they also work closely with our other Project teams.

Yes

IF YES. Appropriate police check

Ability to communicate very well in spoken and written English and Arabic.

Shortlistin g

Minimum diploma or High school or equivalent

Shortlisting

Experience of dealing with customer – One year minimum

Communicating and influencing (level 1)

Using technology (level 1)

Managing accounts and partnerships ( Level 1)

Shortlisting AND Interview

Connecting with others (essential)

Working together (essential)

Being accountable (essential)

Making it happen (essential)

Creating shared purpose (essential)

Shaping the future (essential)

Interview