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 Contact Centre. 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 Contact Centre staff.

About You (essential Requirements For The Role)

• The British Council systems and global processes operate in English.
• Fluent in Arabic CEFR Level C
• University Degree or equivalent
• 3 years of full time in Contact Centre, 2 of which in team leader / supervisory role
• Able to use a computer.

• Salary: 8971.2 EGP
• Closing date: 6th March 2023

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