وظائف كول سنتر بالمجلس الثقافى البريطانى براتب يبدأ من 7700

Contact Centre Officer

Location: Cairo, Middle East and North Africa, EG

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.

Contract Duration: 6 months (renewable)

Location: Cairo, Egypt

Pay Band H/4

Salary: 7709 EGP/month + medical insurance

Role purpose

The post-holder will manage the delivery of effective, quality-driven first line service to customers, clients and stakeholders via social media and call centre at the British Council Egypt, ensuring the customers receive the information and services they need in a friendly, professional, efficient and responsive environment.

They will understand the general enquiries across the entire portfolio of British Council products and services and support the team who will provide effective responses to their enquiry, while providing appropriate guidance and coaching to maintain and improve performance of the social media and call centre team where necessary.

Function Overview

The British Council has been operating in Egypt since 1938, and currently employs almost 400 full time staff from a very diverse background.

Our vision is to offer the most Trustworthy, Inspiring and Effective customer service, requiring the least effort from our customers, and where customers experience an outstanding service that enhances the reputation of the British Council.

British Council MENA customer service teams will maintain standard Key Performance Indicators that will be evidenced by the annual Mystery Shopping and Customer Effort Assessment. These standards will be reflected in the day to day operations and deliverables

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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

A connected and trusted UK in a more connected and trusted world.

Equality Statement

The British Council is committed to a policy of equality and to valuing diversity and is keen to reflect the diversity of the societies in which we work at every level within the organisation. We welcome applications from all sections of the community. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.

The British Council has Disability Confident Employer Status. We offer a guaranteed interview scheme for disabled applicants who meet the essential criteria for the role. Applicants are encouraged to highlight any specific requirements or adjustments needed to enable participation in the recruitment process.

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.