Customer Services Ad....
Customer Services Adviser - British Council
Posted on :
25-05-2024
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1 Vacancy
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Job Description
Customer Services Adviser
Date: 20 May 2024
Location: Muscat Middle East and North Africa OM
Company: British Council
We support peace and prosperity by building connections understanding and trust between people in the UK and countries worldwide.
We work directly with individuals to help them gain the skills confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas to learn English to get a highquality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories we are on the ground in more than 100 countries. In 202122 we reached 650 million people.
We work directly with individuals to help them gain the skills confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas to learn English to get a highquality education and to gain internationally recognised qualifications.
Working with people in over 200 countries and territories we are on the ground in more than 100 countries. In 202122 we reached 650 million people.
Role Purpose
The postholder will deliver effective qualitydriven first line service to customers clients and stakeholders at the British Council Oman ensuring the customers receive the information and services they need in a friendly professional efficient and responsive environment.
They will understand the English Language needs of prospective Adult and Young Learner students and provide effective and persuasive guidance regarding their British Council study pathway in order to support the achievement of Teaching Centre registration targets.
Main Accountabilities:
Examinations sales activities
- Handle English Learning and Examinations enquiries according to agreed British Council standards to convert enquiries into registrations.
- Create accounts book students for consultations courses and Examinations on British Council systems (e.g. TCMS ORS Salesforce).
- Share customer feedback and insight with the Customer Services Manager Marketing departments.
- Make evidencebased recommendations to improve sales conversion rates.
- Ensure agreed customer management and compliance processes are followed.
- Acquire and maintain an excellent level of product knowledge.
- Register customer into desired course and take payment according to cashhandling policy.
- Complete postconsultation administration according to agreed guidelines.
Customer Care
- Greet current and prospective students parents examination candidates and other customers in a warm professional manner.
- Deal with first level customer complaints and suggestions to agreed standards.
- Handle other enquiries (e.g. for Education and Arts events) according to agreed standards.
Compliance
- Follow shift handover procedures in line with agreed system.
- Register examination candidates as per examinations board guidelines.
- Handle cash including fines charges for services membership charges according to corporate standards.
- Maintain the usage of the examination logbook for collection of statements and certificates
- Carry out daily reconciliations of cash collected before hand over to accountant.
Perform other frontline Customer Service work as required. Duties include but are not limited to the following:
- Assist at offsite events where Customer Service support is required.
- Ensure the front of house and consultation areas are suitably stocked with uptodate display and promotional materials.
- Provide verification services for UK certificates.
- Conduct telephonebased surveys or gather other customer data.
- Regularly observe Exams venues.
Minimum/essential Requirements
- B2 level English
- B2 level Arabic
- High School Certificate
- 1 year experience in a salesfocused role
- 1 year Experience in a customer service role either face to face or over the phone
- Experience working in academic or educational environment.
Desirable Requirements
University degree
Further Information
- Number of positions: 1
- Employment Type: FTC 2years
- Location: Muscat Oman
- Grade: 4 H
- Deadline to receive applications: 27 May 2024 (23:59 Gulf Standard Time)
- Salary: 414 Basic 190 Housing 73 COLA 60 Transport OMR Monthly
- Note The role is only open for Omani nationals.
Please note that all applications should be submitted in English only.
It is advisable to apply in advance to avoid any technical issues at the last moment.
It is advisable to apply in advance to avoid any technical issues at the last moment.
A connected and trusted UK in a more connected and trusted world.
Equality Diversity and Inclusion (EDI) Statement
The British Council is committed to policies and practices of equality diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from underrepresented groups in particular but not exclusively on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.
The British Council is committed to safeguarding children young people and adults who we work with.
We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse maltreatment and exploitation as set out in article 19 UNCRC (United Nations Convention on the Rights of the Child) 1989.
Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks reference checks identity & criminal record checks in line with legal requirements and with the British Councils Safeguarding policies for Adults and Children.
If you have any problems with your application please email confidential
Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ASK HR email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.
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