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(Offre en anglais) British Council recrute un Customer Services Assistant (temporary) Retour vers les opportunités


British Council

Lance   Offre d'emploi

Échéance

23 Mars 2017 Il y a 9 mois

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Détails de l'opportunité

Régions concernées par cette opportunité: Tunis

To consistently deliver the highest quality British Council Customer Experience in your role as the first point of contact for all British Council enquiries and registration services. To demonstrate the attitudes, skills, behaviours and knowledge required by British Council customer service professionals and in accordance with British Council Customer Service Standards (including meeting Teaching Quality Standards and Exams Quality Standards) .To promote and cross sell British Council products and services.

LOCATION : Tunis

Department/Country : Customer Services -Tunisia

SALARY : 1006 TND

DURATION : Initially 4 months, possible extension

WORKING HOURS : 37.5 H / week

ANNUAL LEAVE : 21 days annually

CLOSING DATE : Thursday 23 March 2017

Purpose of job : 

To consistently deliver the highest quality British Council Customer Experience in your role as the first point of contact for all British Council enquiries and registration services.  To demonstrate the attitudes, skills, behaviours and knowledge required by British Council customer service professionals and in accordance with British Council Customer Service Standards (including meeting Teaching Quality Standards and Exams Quality Standards).  To promote and cross sell British Council products and services.

 

Role Overview : 

The post holder will deliver an integrated service to corporate standards which meets the needs of internal and external customers. The Customer Service team consists of a Registrar/Customer Services Manager, an Assistant Registrar and 6 CSAs. They are responsible for the registration of Teaching Centre and Exams customers and dealing with all general enquiries and work closely with all departments to enable them to meet their agreed targets.

Accountabilities, responsibilities and main duties:

  • Sales and customer service for Teaching Centre and Exams products and services. To provide information to customers, face to face, over the telephone and by email as the first point of contact for enquiries and to promote British Council products through cross-selling.
  • Administrative support to the Teaching Centre and Exams. To assist with the day-to-day back-office administration of the Teaching Centre and Exams departments as required, including handling complaints from customers, managing student waiting lists and so forth.
  • Financial administration. Ensuring cash desks are closed at the end of each shift and money is properly reconciled following British Council procedures.
  • Supporting Business Growth for Teaching and Exams by achieving annual targets.
  • Ensuring we adhere to Equality, Diversity and Inclusion (EDI) policies.
  • Supporting the team to meet Child Protection and Health and Safety standards for the office.

Key relationships:

Internal

Teaching Centre Team (Registrar/CSM, Assistant Registrar, Deputy Teaching Centre Manager, Senior Teachers), Exams team (Exams Services Manager, Exams Assistants), Support team (Premises staff, Security staff), Projects Teams and Marketing and Communications team.

External

British Council customers including students (adults and Young Learners), exams candidates, corporate clients, partners and other customers.

Other important features or requirements of the job:

Our Customer Services operates seven days a week. The post holder will work shifts in a rota on one of the following patterns: Sunday to Thursday (Friday/Saturday weekend), Monday to Friday (Saturday/Sunday weekend) and Tuesday to Saturday (Sunday/Monday weekend).  During registration periods (five times a year), the post holder may be required to work extra hours and may be required to work a 6-day week. 

Critères d'éligibilité

  • Working Together (essential): Establishing a genuinely common goal with others
  • Being Accountable (more demanding): Putting the needs of the team or British Council ahead of my own
  • Shaping the Future (essential): Looking for way in which we can do things better
  • Connecting with Others (essential): Making regular opportunities to understand others better
  • Making it Happen (essential): Delivering clear results for the British Council
  • Creating Shared Purpose (essential): Communicating an engaging picture of how we can work together
  • Marketing and Customer Service (Level1)
  • Computer Skills (Level 1)
  • Financial awareness in terms of cash handling and payment processes
  • Excellent written and spoken Arabic, French and English (Minimum B1 level/ IELTS band 6)
  • One year professional customer service experience – either face to face or through a call centre.
  • University degree or equivalent

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