Contact Centre Officer At British Council
Contract Duration: 6 months (renewable)
Location: Cairo, Egypt
Pay Band H/4
Salary: 7709 EGP/month + medical insurance
Closing date: 8 April 2021
Main Accountabilities
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 digital channels. 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 social media staff.
Management and Administration Support
Assure all digital and voice 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 Social Media 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 Social Media Assistants; ensuring materials are continually updated with any relevant changes.
Develop all documentation on processes and procedures relevant to social media.
Assess and maintain quality standards as per British Council standards framework by monitoring inquiries and conducting coaching sessions to staff to improve quality.
Liaise with Agouza, Heliopolis , City stars and Alexandria and Nile University Officers to ensure all Centre-relevant information is provided in a prompt and effective manner to be communicated to sender accordingly.
Line Management:
Line manages up to 10 contact centre Assistants following Essential HR guidelines.
Effectively manage employees under this line management.
Comply with HR policies and practices including all the aspects of performance management, employment policies, recruitment practices which meet the corporate standards.
Ensure that professional development and training plans are in place for the team.
Monitors staff performance and address issues when needed.
Functional line management of contact centre Assistant to ensure that appropriate briefings on BC products, Exams, Teaching Centre, programmers and activities are conducted to allow them to fulfill their duties
Qualificaiton & Experience
Bachelor Degree in relevant field
Diploma in Marketing/Digital Marketing is desirable
Fluency in English and Arabic is essential
Previous experience working in a similar role
Frontline management of a team
British Council Product knowledge
Experience working in academic or educational environment