31 Mars 2019 Il y a 6 years
Customer Service Manager
Role Type: Customer Services
Pay Band: G
Location: Tunis
Duration: 2 years
Reports to: Deputy Teaching Centre Manager, Tunis
The post-holder will lead the team of Sales and Customer Services across the country, demonstrating the values, behaviours and knowledge required by Customer Service professionals to ensure the quality and efficiency in service delivered to internal and external clients increase customer satisfaction, loyalty and retention to meet their expectations.
The post-holder will contribute to the volume growth of our consumer facing products by improving sales performance and ensuring reliable data is gathered from new and existing customers and presented to relevant stakeholders in a timely way. Provide measured insights into our customers for various business units within the British Council.
The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.
We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.
The British Council is an equal opportunities and diversity employer, and the post-holder will play a role in ensuring that Equality, Diversity and Inclusion polices are consistently applied through the Human Resources operation.
The British Council has a fundamental duty of care of all children engaged in activities with us under our mandatory Child Protection Policy. All our employees must be familiar with and follow the Child Protection Code of Conduct. The British Council affirms the position that all children have the right to be protected from all forms of abuse as set out in article 19, UNCRC 1989.
The Arab Spring began in Tunisia and although many citizens are disappointed that there have not been more tangible outcomes from their revolution the Tunisian government and a very healthy CSO sector continues to work towards entrenching democracy and attracting inward investment. This has to be seen, however, against a backdrop of a sluggish economy and relatively high rates of unemployment.
The British Council, meanwhile, has a good reputation in Tunisia and works in the English and Examinations, Education, Arts, and Society sectors, with this latter an increasing priority and often offering client-funded opportunities.
The Customer Service team currently consists of 7 Customer Service Advisors (CSA) and is led by a Customer Service Manager (CSM) and Deputy Registrar.
Our vision is to offer the most Trustworthy, Inspiring and Effective customer service, requiring the least effort from our customers, and where customers experience an outstanding service that enhances the reputation of the British Council.
British Council MENA customer service teams will maintain standard Key Performance Indicators that will be evidenced by the annual Mystery Shopping and Customer Effort Assessment. These standards will be reflected in the day to day operations and deliverables.
Maintain close working relationship with wider Customer Service team and run/attend weekly briefings and meetings.
Customer Services colleagues and temporary staff, Teaching and Exams Management, Teachers, Marketing Team, Regional & Global Customer Service Teams
Existing and Prospective Customers
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Offre d'emploi Publié sur Jamaity le 12 March 2019
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