Assistant Customer Services Adviser

Date: 05-Aug-2022

Location: Manama, Middle East and North Africa, BH

Company: British Council

Main accountabilities:  

 

- To assist with the delivery of an integrated service to corporate standards which meets the needs of  internal and external customers to enable all departments to meet their agreed targets:

  • Be responsible for the quality of all first line enquiries such as face to face, telephone, e-mail and Social Media related to all British Council services, products, activities and events. In so doing to contribute positively to Mystery Shopping,
  •  Assisting with dealing with second level (specific) enquiries or referring them to the appropriate person within the office who can deal with them.
  • Promote and cross sell British Council products and services in a professional manner
  • - Perform duties in line with British Council Terms and Conditions of Service, Code of Practice and Equal Opportunities and Diversity guidelines

 

 

 

 

General Administration

  • To assist with the day to day front and back office administration of the Teaching Centre and Exams departments as needed, co-ordinated by the Customer Services Manager including but not limited to:
  • Inputting customer data into TCMS
  • Support all inbound/outbound activities and F2F TC and Exams customers to notify them of term/registration/exam date/venues, drop out surveys, waitlisted students
  • Respond to all F2F, phone and emails enquiries in a positive and professional manner in accordance with the British Council Customer Service Standards and Policies, as outlined in the Customer Management Framework.
  • Deliver Teaching Centre and Exams Department registration service enquiries and support in an efficient manner and in accordance with Teaching and Exams Quality Standards. These will help the English and Exams Team meet their ambitious targets
  • English to Arabic Translation for notices and letters. Arabic to English translation to support Teaching Centre staff.
  • Perform Call Centre and front office related administration.

 

  •  

 

Key relationships: 

 

1-External ( Customers)

 

 

2-Internal stakeholders include 

 

  • Customer Services Manager,  Examination Services Manager, Deputy Teaching Centre Manager
  • Other internal British Council staff

 

 

Qualifications: 

 

  • Diploma or equivalent.

 

 

 

Role specific knowledge and experience: 

 

  • At least 2 years’ experience in a similar role.
  • Strong organisational skills

 

 

Requirements: 

  • Fluent reading and writing in English

 

 

Role Title: Assistant Customer Services Adviser
Location: Bahrain
Number of positions: 7
Contract type: Fixed Term Contract 1 Year  (Hourly paid)

Closing date: 18 August 2022 at 23:59 p.m. Bahrain time