Loading...
 

Customer Services Officer Lagos

Date: 11-Jan-2022

Location: Lagos, Sub Saharan Africa, NG

Company: British Council

The British Council builds connections, understanding and trust between people in the UK and other countries through arts and culture, education and the English language. We work in two ways – directly with individuals to transform their lives, and with governments and partners to make a bigger difference for the longer term, creating benefit for millions of people all over the world. We help young people to gain the skills, confidence and connections they are looking for to realise their potential and to participate in strong and inclusive communities. We support them to learn English, to get a high-quality education and to gain internationally recognised qualifications. Our work in arts and culture stimulates creative expression and exchange and nurtures creative enterprise. We connect the best of the UK with the world and the best of the world with the UK. These connections lead to an understanding of each other's strengths and of the challenges and values that we share. This builds trust between people in the UK and other nations which endures even when official relations may be strained. We work on the ground in more than 100 countries. In 2019-20 we connected with 80 million people directly and with 791 million overall, including online and through our broadcasts and publications.

 

Customer Service Officer Lagos

 

Role Purpose

 

The purpose of this role is to contribute to the smooth running of the British Council’s customer service operations in Nigeria by delivering high quality customer service and sales targets in line with corporate standards and policies. The post holder will manage all level two queries from global, regional and local teams within the customer service function in order to achieve faster complaint resolution times in line with corporate customer service standards, to increase overall team efficiency, to generate more opportunity for sales and increase customer satisfaction.

 

Role specific knowledge and experience:

The main essential knowledge and experience points that we are looking for you to evidence are:

 

  • English Language Proficiency Level minimum B2, written and spoken
  • Fluency in one of three major languages in Nigeria
  • At least two years working in a reputable customer service environment with proven positive track record
  • Education to degree level or equivalent
  • Demonstrated experience dealing with customers and enquiries in a service environment and providing service within quality standards
  • Proven experience in handling and reporting income
  • Advanced data entry and data analysis experience
  • Experience working with CRM systems & MS Excel
  • Ability to work quickly and accurately to tight deadlines

 

Desirable Experience:

  • Customer Service Qualification
  • Experience in supervising a group of people to achieve a specific purpose

 

Further Information

Pay Band – 4
Remuneration – Naira 6,154,368 per annum

Contract Type – 1-year fixed term

Location – Lagos, Nigeria    

Requirements – All applicants should have a pre-existing legal status to live and work in Nigeria. The British Council will not facilitate/sponsor visa applications and work permits.

Closing Date – 18 January 2022 (23:59 South Africa Time)

 

 

 

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 under-represented 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 Council’s Safeguarding policies for Adults and Children.

 

If you have any problems with your application please email askhr@britishcouncil.org

 

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.