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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 high-quality 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 2021-22 we reached 650 million people. Role purpose Customer Services Advisors deliver high-quality front-line enquiry and registration services for British Council Hungary activities, in line with Corporate Customer services standards and other internal requirements and procedures. Customer Services Advisors are expected to manage enquiries (face to face, phone and email) and work with a range of systems (Student Management System, Exam online registration systems, Access database) to ensure the smooth running of Exams registration and the Teaching Centre and contribute to an excellent customer experience. This role requires analytical thinking skills, excellent organisational skills. Attention to detail and high level of professionalism are also essential. In addition, the post holder will be expected to be flexible, pro-active, customer and sales orientated with excellent communication and computing skills. Main accountabilities Respond to face-to-face, telephone and email enquiries accurately, promptly, to agreed customer service and equality/diversity standards and in line with the internal Customer service level agreement. Provide customers with accurate and up to date information on all British Council services in a courteous and helpful manner using all appropriate resources. Pro-actively cross-sell the British Council services to enquirers. Be informed of and actively promote the services of all departments and comply fully with their objectives and procedures. Register customers, collect and process fees for the Teaching Centre (using SMS -Student Management System. All payments are made by card or bank transfer and there are no cash transactions. Issue invoices and refunds when required using SMS. Gather data regarding written, telephone and face to face enquiries. Process online and offline correspondence accurately and swiftly. Own customer feedback by making clear notes on an enquiry/complaint, channelling them to relevant members of staff and by ensuring the answer is given on time. Provide back-office support to ensure smooth running of all customer services. Respond and be responsible for delivery of ad-hoc professional and job related requirements in the interest of operation Direct members of the public to relevant departments when queries cannot be dealt with by the Customer Services Team. Act as the first point of contact to both internal and external customers regarding any piece of information on British Council activity. Ensure that confidential, internal documents and information are not disclosed to anyone other than their intended recipient/reader. Comply fully with British Council Data Protection policies and standards and Child Protection standards. Attend/contribute to training sessions and meetings as required. Comply with British Council values and Corporate Performance Management standards and procedures. Language Requirements Excellent written and oral communication skills in English (B2), Hungarian (C1) and Czech (C1 - Desirable). Additional job requirements Preexisting right to live and work in Hungary; Up-to-date criminal record check. Education Secondary school leaving certificate (Essential) First degree or level equivalent (Desirable) Role specific knowledge and experience Minimum Proven experience in customer service. Desirable Experience of working in the field of education. Understanding potential markets / customers. Role specific skills Excellent administrative and organisational skills. Advanced time-management skills Proficient user of MS Windows Office applications Further Information Pay Band - Local Pay Band 4/H Salary - 458 000 HUF gross Contract Type - 3-month probationary period followed by two years fixed term contract Job type - Full-time Location - Budapest, Hungary Closing Date - Tuesday the 28th of January 2025, applications will close 23:59 CET A connected and trusted UK in a more connected and trusted world. 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